Principal Customer Success Manager (SaaS)

TL;DR

Principal Customer Success Manager (SaaS): Managing strategic enterprise accounts from implementation to renewal with an accent on executive relationship building and driving platform adoption. Focus on delivering net ARR growth, managing mission-critical escalations, and ensuring customers derive maximum ROI from the AI-Ready Governance Platform.

Location: Must be based in Munich, Germany (Hybrid: 3 days/week in office).

Company

hirify.global is the AI-Ready Governance Platform that unifies regulatory intelligence, automation, and connected governance workflows to enable responsible data and AI innovation.

What you will do

• Act as a trusted advisor and primary point of contact for a portfolio of strategic, large-scale enterprise customers.
• Drive platform adoption and value realization through proactive communication and strategic business reviews.
• Manage mission-critical escalations and align customer roadmaps with internal product development.
• Partner cross-departmentally with Sales, Product, Engineering, and Consulting to ensure high-level support.
• Utilize adoption metrics and health check data to identify growth opportunities and mitigate churn risk.
• Advocate for customer business requirements internally to influence product feature development.

Requirements

• 8+ years of experience in a client-facing Customer Success role for strategic or enterprise accounts.
• Proven track record of managing Fortune 500 companies and C-level executive relationships.
• Bachelor’s degree in a relevant field.
• Experience navigating complex B2B Enterprise SaaS solutions.
• Proficiency with SFDC, Gainsight, or similar CS technology applications.
• Ability to work in an office-first environment (3 days/week in Munich).

Nice to have

• Experience in the data privacy, governance, or AI compliance sectors.
• Strong entrepreneurial mindset for thriving in high-growth environments.

Culture & Benefits

• Comprehensive healthcare coverage and retirement account support.
• Flexible PTO and 14+ weeks of paid parental leave.
• Equity RSU packages and annual performance bonus opportunities.
• Career development support and company-paid privacy certification exam fees.
• Collaborative office-first culture with opportunities for in-person team building.