Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of small and medium-sized enterprise accounts in the EMEA region with an accent on driving product adoption, maximizing customer value, and ensuring retention. Focus on analyzing customer data, identifying growth opportunities, and acting as the customer's advocate within the product team.

Location: Must be based in London, UK (Hybrid: 3 days/week in office)

Company

hirify.global is a global leader in identity-centric security solutions, serving over 150 countries with scalable technologies.

What you will do

• Manage a portfolio of small and medium-sized accounts, monitoring performance metrics and health scores.
• Partner with Sales and Product teams to ensure customers receive exceptional value and service.
• Identify adoption blockers and deploy strategies to secure positive outcomes.
• Drive growth by identifying cross-sell opportunities and increasing product usage.
• Represent the customer's voice internally to influence product improvements and enhancements.
• Develop deep product and subject matter expertise to effectively articulate value to clients.

Requirements

• 2 to 3 years of experience in Customer Success, Client Services, or Technical Account Management.
• Proven experience managing a Book of Business valued at $4M+ with a track record of meeting revenue and retention KPIs.
• Strong understanding of business and technical challenges in the SaaS market.
• Demonstrable skills in stakeholder management and data analytics.
• Ability to present complex information clearly and concisely.
• Must be based in or able to commute to London for a hybrid role (3 days/week).

Nice to have

• Prior experience working in SaaS environments.
• Multilingual proficiency in French, Italian, or German.

Culture & Benefits

• Commitment to career growth with learning-forward initiatives.
• Flexible work options that balance remote and on-site requirements.
• Collaborative environment that values diversity, inclusion, and respect.
• Global affinity groups and unconscious bias training for leaders.