Lead Customer Success Manager (B2B SaaS)

Location: UK, United Kingdom; hybrid with two weekly team office days in Covent Garden

Company

hirify.global operates a B2B SaaS business serving enterprise customers, with a focus on HR technology and customer outcomes.

What you will do

• Own a small portfolio of hirify.global’s most strategic and complex enterprise customers.
• Build trusted relationships with senior and executive stakeholders and lead quarterly and executive business reviews.
• Develop and execute strategic account plans focused on retention, revenue protection, and expansion.
• Manage escalations, resolve complex customer issues, and coordinate Product, Support, Sales, Renewals, and Customer Success teams.
• Represent the customer in internal conversations and product feedback loops.
• Coach and support other Customer Success Managers through complex situations and travel to customer meetings when needed.

Requirements

• Significant experience in Enterprise Customer Success within a B2B SaaS environment.
• Experience owning complex, high-value customer accounts and managing executive stakeholders.
• Proven ability to drive retention and growth through strategic account planning.
• Strong organisation, judgement, communication, ownership, and follow-through.
• Ability to coordinate multiple internal teams and work calmly with ambiguity and changing priorities.
• Ability to work in a hybrid setup in the UK with two weekly team office days.

Nice to have

• HR technology or HRIS experience.
• Experience with Salesforce, Asana, Monday.com, Notion, or similar tools.
• Experience improving processes, coaching peers, or working in a multi-product SaaS environment.

Culture & Benefits

• Hybrid working setup with two weekly team office days at the Covent Garden office.
• Competitive compensation and quarterly variable pay.
• Pre-IPO share options.
• Focus on career growth, high-impact work, collaboration, and personal authenticity.