Customer Success Manager

TL;DR

Customer Success Manager: Own a portfolio of hirify.global customers to drive retention and expansion with an accent on end-to-end customer journey management, structured value conversations, and renewals. Focus on building expansion pipeline, running Success Plans and QBRs, and monitoring customer health to mitigate churn while collaborating cross-functionally.

Location: Hybrid (3 days in-office, Wimbledon HQ) — sole Customer Success Manager for UK & EMEA

Company

hirify.global provides an omnichannel helpdesk software platform for customer support across multiple channels.

What you will do

• Own a mixed portfolio of strategic, growth, and scaled B2B SaaS customers with significant ARR and growth potential.
• Build and close expansion pipeline through upsell and cross-sell opportunities.
• Deliver against retention targets and own a subset of renewals, including risk review and escalation.
• Run Success Plans aligned to customer goals and lead QBRs, value reviews, and structured cadence meetings.
• Monitor customer health indicators and act on early warning signs to mitigate churn.
• Serve as the primary point of contact and trusted partner, collaborating with Product, Support, Solutions, and Marketing.

Requirements

• 3+ years of hands-on Customer Success or Account Management experience in B2B SaaS.
• Proven experience owning a strategic/growth/scaled customer portfolio and delivering retention and expansion results.
• Track record of identifying, building, and closing expansion opportunities (upsell/cross-sell).
• Experience navigating stakeholders across the customer organization and running Success Plans to align product value to customer goals.
• High proficiency in monitoring health indicators and escalating churn risks appropriately.
• Comfort acting as the sole CSM for UK & EMEA with a high-volume book of business.

Culture & Benefits

• Hybrid working: 3 days in-office at Wimbledon HQ.
• Competitive salary with performance incentives.
• Employee equity scheme.
• 25 days holiday plus UK Bank Holidays.
• Personal development budget, BUPA Private Healthcare, and pension scheme.
• Team lunches, socials, and seasonal events.

Hiring process

• Interviews focused on customer success ownership, retention/expansion performance, and stakeholder management.
• Discussion of regional autonomy for UK & EMEA and how you run Success Plans, QBRs, and renewals.