Customer Success Manager

TL;DR

Customer Success Manager (B2B SaaS): Own the post-implementation “in-life” journey for EMEA accounts, driving deep product adoption and measurable customer health improvements. Focus on proactive engagement, churn-risk mitigation, and building scalable in-life processes that support retention and account growth.

Location: Germany

Salary: €65,000 – €80,000 (target cash compensation)

Company

hirify.global provides modern hotel software powered by a hospitality-specific AI platform.

What you will do

• Manage the full post-onboarding “in-life” customer relationship to drive long-term retention, satisfaction, and advocacy.
• Monitor customer usage and engagement, ensuring product adoption and realization of customer strategic goals.
• Assess customer health metrics and run proactive engagement strategies to mitigate churn risk.
• Design, test, and implement new post-implementation processes and workflows with EMEA Customer Success leadership.
• Identify customer pain points and partner with Sales on cross-sell and upsell opportunities for account growth.
• Travel regionally for in-person strategic meetings or business reviews with high-value accounts.

Requirements

• 3+ years of Customer Success or Account Management experience in a B2B SaaS environment, focused on post-onboarding lifecycle, adoption, and retention.
• German: Native-level (written and spoken)
• Strong hands-on experience with customer success, CRM, and AI platforms; Gainsight, Salesforce, and Claude are highly required.
• Ability to manage KPIs, analyze customer health data, and translate metrics into actionable adoption strategies.
• Proven ability to build scalable operational processes for in-life account management.
• Strong cross-functional relationship building across all levels of a hotel organization.

Culture & Benefits

• Company-wide days off each month to ensure extended weekends or days off.
• Self Improvement Club with a monthly personal budget for goal-related purchases.
• Professional development chats with budget for cross-functional learning.
• Travel reimbursement for visiting offices in New York, San Francisco, or Dallas, plus a travel stipend.
• Personal travel credit when staying at hotels Canary works with.