Commercial Customer Success Manager (Market Research)

TL;DR

Commercial Customer Success Manager (Market Research): Managing account retention and driving high renewal rates for a global data platform with an accent on client engagement and value realization. Focus on optimizing the renewal process, reducing churn, and delivering high-impact onboarding and product training.

Location: Hybrid, 3 days per week in the London office

Company

hirify.global is a global data company providing audience profiling and market research insights through a B2B tech platform.

What you will do

• Own and manage the renewal process and account retention plans across a portfolio of clients to ensure high renewal rates.
• Drive customer satisfaction and value realization, measuring key KPIs such as churn and Net Promoter Score (NPS).
• Deliver comprehensive onboarding and product training sessions to increase usage, engagement, and expansion opportunities.
• Collaborate with Account Executives to identify and develop plans for further account growth.
• Provide best-in-class support and guidance to users via email, live chat, and video calls.
• Analyze regular usage reports to identify risks and maintain accurate engagement logs in Salesforce.

Requirements

• Experience as a Customer Success Manager or in an equivalent client-facing role.
• Proven experience in managing customer renewals.
• Strong analytical skills with the ability to translate data into compelling stories and present them confidently.
• Highly organized, able to work autonomously, and capable of multitasking.
• Bachelor’s Degree or equivalent practical experience.
• Must be based in or able to work from the London office 3 days per week.

Nice to have

• Experience with market research, audience profiling data, or working at an agency/media publisher.
• Experience working for a B2B tech platform.
• Proficiency with Salesforce, live chat software, and product analytics tools.

Culture & Benefits

• 25 days’ annual leave plus office closures over the holidays.
• Health cash plan, enhanced family benefits, carer days, and mental health support.
• Competitive salary with 4% pension matching and success recognition programs.
• Flexitime, early Friday finishes, and a dedicated "work from home" budget.
• Accredited learning, leadership development, and global career mobility.