Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of partner accounts to drive adoption, retention, and growth within the EMEA market with an accent on distributor-led models and MSP partner relationships. Focus on leading strategic business reviews, identifying expansion opportunities, and defining scalable best practices for the region.

Location: Hybrid (Edinburgh, UK) — minimum 3 days per week in the office

Company

hirify.global is a global software company providing an AI-powered platform to help businesses manage, secure, and recover their IT infrastructure.

What you will do

• Manage a portfolio of 80–100 partner accounts across the assigned market.
• Build trusted relationships with distributors and MSP partners as the primary point of contact for success and growth.
• Drive retention, product adoption, and long-term partner engagement.
• Identify expansion opportunities in collaboration with Sales and Distribution teams.
• Lead strategic business reviews to connect partner goals with measurable outcomes.
• Help define and scale best practices for a new distributor-led Customer Success model across EMEA.

Requirements

• Native or fluent Italian (C1) and strong English communication skills.
• Experience in Customer Success, Account Management, Partner Management, or a similar commercial role.
• Commercial mindset with confidence in building relationships and identifying growth opportunities.
• Ability to manage a large portfolio of accounts while balancing competing priorities.
• Consultative approach to helping partners solve challenges and realize value.
• Must be based in or able to work from the Edinburgh office (hybrid).

Nice to have

• Experience in SaaS, software, MSP, channel, or distributor ecosystem environments.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage.
• Generous PTO and observed holidays.
• Employee Stock Purchase Program and custom learning experiences.
• 2 paid volunteer days per year and giving program opportunities.
• Hybrid working model based on trust and flexibility.