Customer Success Manager

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of clients to drive retention, renewals, and product adoption with an accent on data-driven insights and relationship management. Focus on delivering exceptional onboarding, identifying growth opportunities, and ensuring high customer satisfaction through proactive engagement and strategic success planning.

Location: Must be based in London, UK. Role is hybrid with 3 days per week in the office.

Company

hirify.global is a global data company providing audience insights to help brands and agencies understand their customers.

What you will do

• Own and manage the renewal process to ensure high retention rates across your account portfolio.
• Deliver exceptional onboarding and product training sessions to drive user engagement.
• Collaborate with Account Executives to identify and execute account growth opportunities.
• Analyze usage reports to proactively identify risks and ensure clients achieve their business goals.
• Provide best-in-class support via email, live chat, and video calls.
• Maintain accurate records of all client activity and engagements in Salesforce.

Requirements

• Proven experience as a Customer Success Manager or in a similar client-facing role.
• Experience managing customer renewals and account portfolios.
• Strong analytical skills with the ability to present data-driven stories confidently.
• Highly organized with the ability to manage multiple tasks autonomously.
• Must be based in London, UK and able to work from the office 3 days per week.
• Bachelor’s degree or equivalent practical experience.

Nice to have

• Experience with market research, audience profiling, or B2B tech platforms.
• Proficiency in Salesforce, live chat software, and product analytics tools.

Culture & Benefits

• 25 days of annual leave plus office closures over the holidays.
• Comprehensive health and wellbeing support, including a health cash plan and mental health resources.
• Financial benefits including 4% pension matching and recognition programs.
• Flexible working arrangements with hybrid options and a work-from-home budget.
• Commitment to DE&I with active volunteering and donation matching programs.