Senior Manager, Customer Success (SaaS)

TL;DR

Senior Manager, Customer Success (SaaS): Leading and scaling a team of Customer Success Managers to drive measurable outcomes across an assigned portfolio with an accent on retention, adoption, and value realization. Focus on building high-performing team culture, optimizing the customer lifecycle, and influencing cross-functional strategy to ensure sustained value from the platform.

Location: Must be based in London, England (Hybrid role).

Company

hirify.global is an AI-first hybrid observability platform providing complete visibility and actionable intelligence across on-premises, cloud, and edge environments.

What you will do

• Lead, coach, and develop a team of Customer Success Managers to foster a culture of accountability and commercial awareness.
• Own key customer outcomes including retention, renewal readiness, adoption, and expansion influence.
• Define and improve the customer lifecycle motion from post-sale handoff through renewal and expansion.
• Partner with Sales, Product, and Support teams to align account strategy and resolve customer friction.
• Manage portfolio risk governance and customer escalations to ensure timely resolution and executive visibility.
• Synthesize customer feedback to influence improvements across Product and Go-To-Market teams.

Requirements

• Must be based in London, England.
• 8+ years of experience in Customer Success, Account Management, or related B2B SaaS roles.
• 4+ years of people leadership experience in a high-growth technology environment.
• Deep understanding of IT infrastructure monitoring, observability, and hybrid cloud environments.
• Proven track record in managing recurring revenue models, including churn, net retention, and renewal forecasting.
• Ability to communicate technical and business value to VP and C-level stakeholders.

Nice to have

• MBA or relevant advanced qualification.
• Experience managing mixed portfolios of high-volume and strategic enterprise accounts.

Culture & Benefits

• Commitment to an inclusive, diverse, and supportive workplace culture.
• Focus on performance, recognition, and continuous professional growth.
• Hybrid work model designed to balance collaboration and flexibility.
• Certified Great Place To Work with a strong emphasis on trust and customer obsession.