Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Managing a portfolio of B2B customer accounts to ensure successful onboarding and long-term retention with an accent on relationship building, churn mitigation, and expansion. Focus on driving product adoption, identifying upsell opportunities, and acting as the voice of the customer to influence the product roadmap.

Location: Remote, EMEA

Company

hirify.global is an AI-powered sales platform that helps B2B companies generate more opportunities through advanced lead generation and omnichannel outreach.

What you will do

• Manage a portfolio of customer accounts and foster strong business relationships with stakeholders at all levels.
• Guide customers through their entire journey from onboarding to renewal, helping them achieve business goals.
• Lead the onboarding process, including conducting live product training sessions for new customers.
• Monitor account health and track key metrics like NPS and retention to proactively mitigate churn.
• Identify and manage expansion opportunities and upsell initiatives.
• Collaborate with product and engineering teams to advocate for product improvements based on customer feedback.

Requirements

• 3+ years of experience in customer success, account management, or a similar role, preferably in SaaS.
• Proven track record in managing complex relationships, achieving renewals, and driving expansions.
• Strong analytical skills to forecast ARR changes and prepare data-driven QBRs.
• Excellent written and verbal communication skills.
• Solid project management experience for smooth onboarding and ongoing success.
• Must be based in the EMEA region.

Nice to have

• Previous experience in sales or marketing (Growth/Performance).
• Experience working in a high-growth startup environment.
• Knowledge of the outbound sales industry, trends, and market solutions.

Culture & Benefits

• Competitive salary and stock options.
• Health insurance.
• Remote-first work environment.
• Annual company trip to a secret location.