Customer Success Manager (B2B SaaS)

Location: Hybrid, with 3 days per week in the Wimbledon HQ, London, UK

Company

hirify.global provides omnichannel helpdesk software for managing customer communications across email, chat, voice, and social media.

What you will do

• Own a portfolio of strategic, growth, and scaled B2B SaaS customers across the UK and EMEA.
• Drive retention, renewals, upsell, and cross-sell performance against defined targets.
• Build expansion pipeline and close growth opportunities.
• Run Success Plans, QBRs, value reviews, and structured customer cadence meetings.
• Monitor customer health indicators, identify churn risks, and escalate strategically where needed.
• Collaborate with Product, Support, Solutions, Marketing, Sales, and the wider global Customer Success team.

Requirements

• 3+ years of hands-on experience in a B2B SaaS Customer Success Manager or Account Manager role.
• Experience owning strategic, growth, and scaled customer portfolios with significant ARR.
• Proven ability to identify, build, and close expansion opportunities while delivering retention targets.
• Experience building stakeholder relationships and running Success Plans aligned with customer goals.
• Strong ability to monitor health indicators, manage churn risk, and prioritise a high-volume book of business.
• Ability to work in a hybrid setup with 3 days per week at the Wimbledon HQ.

Culture & Benefits

• Supportive team environment during an exciting growth phase.
• Competitive salary with performance incentives.
• Employee equity scheme.
• 25 days of holiday plus UK Bank Holidays.
• Personal development budget, BUPA private healthcare, and pension scheme.
• Team lunches, social activities, and seasonal events.