Customer Success Manager (Portuguese & Spanish Market)

Location: Lisbon, Portugal; flexible hybrid working model with support for both in-person and virtual work.

Company

hirify.global develops IoT and connected-transportation solutions, including vehicle connectivity, fleet-management analytics, and an open platform for commercial customers.

What you will do

• Own the lifecycle and book of business for an assigned portfolio of SMB accounts from onboarding through renewal and expansion.
• Define customer goals and success criteria, build success plans, and lead implementation, training, enablement, and best-practice guidance.
• Build stakeholder relationships and conduct proactive success reviews and health checks to drive adoption, retention, and account growth.
• Monitor customer health, product adoption, retention, NPS/CSAT, and recurring revenue; identify churn risks and execute mitigation plans.
• Manage renewals, contract and pricing discussions, upsell and cross-sell opportunities, customer inquiries, and escalations in partnership with Sales and internal teams.
• Provide customer insights to Product, Sales, Support, and Operations; maintain CRM and CS records and improve Customer Success playbooks, processes, and tooling using data and AI.

Requirements

• Business degree and/or relevant Customer Success or Account Management experience, ideally with a track record of customer retention and growth.
• General understanding of IoT and telematics products and solutions; B2B SaaS experience is advantageous.
• Fluent written and verbal communication in English, Portuguese, and Spanish.
• Excellent communication, listening, negotiation, and presentation skills.
• Comfort with renewals, contract and price negotiations, and upsell/cross-sell in partnership with Sales; understanding of contracts and pricing impact on profitability.
• Strong analytical skills for interpreting customer data, health metrics, and usage patterns to guide decisions and priorities.
• Excellent time management, organization, and prioritization skills, with the ability to manage multiple timelines and a portfolio of accounts in a fast-paced environment.
• Structured, proactive, customer-centric, and growth-oriented approach, with strong collaboration skills and willingness to learn and improve through feedback.
• Methodical documentation habits and ability to maintain accurate records in CRM and Customer Success systems.

Nice to have

• Experience with CRM and Customer Success tools such as SAP, Salesforce, or Gainsight.

Culture & Benefits

• Flexible hybrid work supported by in-person and virtual-work systems, policies, cloud applications, collaboration tools, and asynchronous working.
• Reliable home internet connection of at least 50mb DL/10mb UL is required when working from home.
• Work-life balance supported through online social events, chat rooms, and gatherings.
• Inclusive and diverse workplace with accessibility accommodations throughout recruitment, employment, performance management, career development, training, and redeployment.
• Opportunities to innovate, develop professionally, and contribute to technology that improves fleet productivity, driver safety, and sustainability.