Strategic Customer Success Manager

Location: UK - Remote with hybrid collaboration at the London office roughly once a week; approximately 25% travel required.

Company

hirify.global provides a conversational CRM platform with AI-powered automation, no-code configuration, and connected customer data for customer service teams.

What you will do

• Own the end-to-end post-sale customer relationship, from implementation handoff and onboarding through business reviews, renewals, and expansion negotiations.
• Drive adoption of hirify.global’s CRM, AI, automation, and intelligent workflow capabilities to deliver measurable customer outcomes.
• Understand customer KPIs and business goals, then recommend product and process improvements using data and customer insights.
• Represent customer feedback internally, coordinate cross-functional responses, and manage escalations with urgency and care.
• Partner with Account Executives on new product and feature adoption while developing referenceable customers and customer advocacy.
• Build high-impact customer relationships through regular in-person engagement and approximately 25% travel.

Requirements

• Bachelor’s degree or equivalent professional experience.
• 5+ years of Customer Success or Account Management experience with a technical SaaS product.
• Industry or technical knowledge in at least two areas: SaaS, CRM, customer experience or support software, and APIs.
• Experience managing a book of business, negotiating renewals, and driving expansion revenue.
• Strong communication, interpersonal, organization, problem-solving, and cross-functional collaboration skills.
• Comfort using data to identify patterns, inform recommendations, and operate in ambiguous situations.

Nice to have

• Formal project management experience.

Culture & Benefits

• Remote-friendly environment with regular in-person collaboration in London for this role.
• UK benefits include a pension, supplemental health insurance, and other benefits.
• Competitive salary and stock options.
• Inclusive and collaborative workplace focused on customer experience and continuous learning.
• Roles may involve handling sensitive personal data under HIPAA compliance requirements.