Lead Customer Success Manager (HR Tech)

TL;DR

Lead Customer Success Manager (SaaS): Managing a portfolio of the largest and most complex enterprise customers with an accent on customer strategy, retention, and expansion. Focus on building executive relationships, navigating organizational complexity, and coordinating cross-functional internal teams to drive customer outcomes.

Location: Hybrid (UK). Requires presence in the Covent Garden office (London) two days per week.

Company

hirify.global is an HR technology platform dedicated to improving the employee experience and organizational management.

What you will do

• Own a strategic portfolio of the most complex and high-value enterprise customers.
• Build and maintain trusted relationships with senior and executive stakeholders.
• Develop and execute strategic account plans to protect revenue and identify expansion opportunities.
• Lead quarterly and executive business reviews.
• Partner with Product, Support, and Sales teams to resolve escalations and relay customer feedback.
• Coach and support other Customer Success Managers through complex customer situations.

Requirements

• Significant experience in Enterprise Customer Success within a B2B SaaS environment.
• Proven ability to drive retention and growth for high-value customer accounts.
• Strong executive stakeholder management and communication skills.
• Strategic thinking capability and experience with account planning.
• Must be based in the UK and able to commit to a hybrid work schedule in London.

Nice to have

• Experience with HR technology or HRIS.
• Proficiency with Salesforce, Asana, Monday.com, or Notion.
• Experience in multi-product SaaS environments.
• Background in improving internal processes or ways of working.

Culture & Benefits

• Competitive compensation with quarterly variable pay.
• Pre-IPO share options.
• Hybrid working setup with a modern office in the heart of Covent Garden.
• Inclusive culture that encourages employees to be their authentic selves.
• Focus on personal growth, ambition, and top performance.