Customer Success Manager, EMEA

TL;DR

Customer Success Manager, EMEA: Build and operate hirify.global’s customer success intelligence layer by turning product telemetry and customer signals into scalable Customer Journeys that drive adoption, reduce churn, and maximize long-term customer value. Focus on consultative product guidance, data-driven customer health and churn risk monitoring, and orchestrating GTM insights through QBRs and renewal/expansion motions.

Location: Spain

Company

Global provider of digital intelligence and investigative workflow technology for law enforcement and enterprise organizations.

What you will do

• Provide consultative product expertise to help customers maximize investment, accelerate outcomes, and remove adoption blockers.
• Support renewal stability and feature expansion by aligning customer insights with Sales motions.
• Analyze usage, adoption, and health signals to identify trends, risks, and opportunities; translate learnings into playbooks and workflows.
• Execute automated and semi-automated engagement motions based on customer journey and behavior; monitor churn risk and friction patterns.
• Operationalize customer health scoring and Customer Journeys with CS Operations; capture engagements and recommendations in Gainsight.
• Deliver data-backed insights for QBRs, forecasting, and strategic planning; enable GTM and Product Management with actionable customer intelligence.

Requirements

• Background in law enforcement, investigative practices, digital intelligence, or forensic technologies.
• Experience working with law enforcement, government agencies, or investigative organizations.
• Strong collaboration skills across Sales, SE, Support, Product, and CS leadership.
• Excellent presentation and communication skills for operational and senior stakeholders.
• Strong analytical skills and demonstrated creative problem-solving approach.
• Self-starter with initiative, accountability, and a systems-improvement mindset.

Nice to have

• Experience in Customer Success, Service Delivery, or a similar customer-facing role.
• Expertise with Gainsight or similar CS tooling.
• Experience analyzing customer telemetry to identify risk and opportunity patterns.
• Experience running high-scale, programmatic customer success motions.

Culture & Benefits

• Hybrid work model with office presence expected 1–2 days per week where a hirify.global office is reasonably accessible.
• Up to 40% travel for customer engagements, internal collaboration, and industry events.
• Comprehensive healthcare, retirement, and wellness programs.
• Competitive compensation with bonus potential.
• Learning resources, leadership development, and product education.
• Opportunity to influence the CS operating model for a rapidly scaling global company.

Hiring process

• Interviews to assess customer success, analytical, and stakeholder management experience.
• Discussion of fit for EMEA responsibilities and hybrid/travel expectations.