Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Managing and growing a portfolio of enterprise accounts with an accent on product adoption, strategic relationship building, and driving subscription revenue. Focus on articulating value, executing success plans, and identifying commercial opportunities within the social media intelligence ecosystem.

Location: London, England, United Kingdom

Company

hirify.global is a global leader in consumer and media intelligence, providing communication solutions to over 75,000 organizations worldwide.

What you will do

• Develop trusted advisor relationships with executive sponsors to align solutions with customer business strategies.
• Oversee customer adoption, training, and best practice implementation to maximize return on investment.
• Manage account renewals and collaborate on retention strategies and upsell initiatives.
• Identify opportunities for expanded platform use and integration into client business processes.
• Facilitate a community of customers to share best practices and lessons learned.
• Maintain accurate records in CRM and billing systems while assisting product support with technical issues.

Requirements

• 2+ years of relevant experience in a customer-facing role.
• Proven track record of developing and executing strategic account plans and success plans.
• Advanced understanding of social media networks and monitoring tools.
• Excellent presentation, written, and oral communication skills.
• Experience working with global customers across multiple teams and regions.
• Ability to multi-task and troubleshoot under pressure in an autonomous environment.

Nice to have

• Experience working with or for a social media monitoring provider.
• Demonstrable knowledge of marketing principles and best practices.
• Familiarity with Boolean logic and data analytics.
• Experience with CRM or ticketing systems like Salesforce, Gainsight, or Zendesk.

Culture & Benefits

• Commitment to an inclusive, diverse, and equitable work environment.
• Opportunities for professional growth and impact within a global team.
• Focus on innovation and collaboration in the communication technology space.
• Support for employees with disabilities through reasonable accommodations.