Customer Success Manager (Digital Marketing)

TL;DR

Customer Success Manager (Digital Marketing): Managing client relationships, onboarding, and product adoption for enterprise brands in the UK and Nordics with an accent on customer retention and renewal strategies. Focus on reducing churn, identifying expansion opportunities through upselling and cross-selling, and aligning platform value with client objectives.

Location: London, UK (Hybrid)

Company

hirify.global is an Autonomous CX platform unifying social marketing, commerce, and customer care for more than 20,000 brands worldwide.

What you will do

• Serve as the primary point of contact for assigned named accounts in the UK and Nordics.
• Oversee the onboarding process for new clients to ensure smooth and timely product adoption.
• Monitor usage rates and conduct training sessions to help clients leverage the platform to its full potential.
• Develop retention strategies and manage the contract renewal process to mitigate churn risks.
• Identify and present opportunities for clients to expand their service portfolio through upselling and cross-selling.
• Gather client feedback and act as an advocate within the company to drive product improvements.

Requirements

• 3-5 years of experience in customer success or account management, preferably within digital marketing.
• Must be based in London, UK to utilize the Shoreditch office.
• AI-first mindset with the ability to leverage AI tools to optimize workflows and efficiency.
• Proficiency with CRM and customer success tools such as Salesforce and Gainsight.
• English: Excellent verbal and written communication skills (C1+).

Culture & Benefits

• Flexible working environment with a modern office in the heart of London's Shoreditch.
• Unlimited Paid Time Off, including sick days and community service days.
• Comprehensive benefits package including private health insurance and pension.
• Enhanced family and parental leave policies.
• International and fast-paced environment with opportunities for professional growth and learning cutting-edge technologies.