Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of transport operator and authority accounts with an accent on relationship building, product adoption, and resolving complex customer escalations. Focus on guiding customers through onboarding, influencing the product roadmap based on user feedback, and ensuring long-term success within the UK public transport sector.

Location: Must be based in the UK, with a preference for candidates near Bournemouth or London for occasional office visits.

Company

hirify.global is a global leader in fare collection platforms, powering seamless ticketing solutions for public transport in over 250 locations worldwide.

What you will do

• Own a portfolio of transport operator and authority accounts, ensuring their day-to-day success and long-term outcomes.
• Build trusted relationships with key contacts to drive product adoption and retention.
• Manage customer queries, complaints, and escalations while adhering to agreed SLAs.
• Guide new customers through the onboarding process and ensure delivery timelines are met.
• Conduct regular service reviews, system training, and workshops for customers.
• Act as the voice of the customer to internal Product, Engineering, and Support teams.

Requirements

• Must be based in the UK.
• Experience in a customer-facing role such as customer success, account management, or customer service.
• Strong ability to explain technical concepts to non-technical audiences.
• Proven track record of managing competing priorities and maintaining organized account portfolios.
• Curiosity about technology and a willingness to learn the public transport industry.
• Ability to remain steady and professional when handling customer escalations.

Nice to have

• Experience in public transport, ticketing, or mobility sectors.
• Hands-on experience with CRM or service desk tools like Salesforce, HubSpot, or Zendesk.
• Background working with public sector procurement and reporting requirements.

Culture & Benefits

• 25 days of holiday plus the option to buy 5 additional days.
• Private healthcare via AXA and life insurance.
• Training allowance of up to £1000 per year.
• Flexible remote/hybrid work policy with a £200 home office allowance.
• Ability to work from any country for up to 3 months per year.
• Supportive environment with enhanced family leave and menopause support.