Digital Customer Success Specialist (DACH)

Location: Hybrid — 2 days per week at the Krakow office, with flexible work from home

Company

hirify.global provides an AI-powered Employee Hub for enterprise communication, collaboration, and engagement, serving customers worldwide.

What you will do

• Execute and adapt DACH retention and re-engagement playbooks for SMB customer accounts.
• Monitor customer health indicators and telemetry in Planhat and run automated playbooks for at-risk and healthy accounts.
• Handle customer inquiries through Zendesk using AI-generated drafts and provide feedback to improve AI workflows.
• Identify expansion and cross-sell opportunities across the global Scale portfolio, qualify CSQLs using SPIN methodology, and hand them to Account Managers.
• Deliver scalable customer touchpoints through webinars, automated campaigns, The Hive community, the Resource Center, and Pendo in-app guides.

Requirements

• 1–3 years of experience in Customer Success, Customer Support, Tech Support, or CS Operations in a B2B SaaS environment.
• Native or bilingual written and spoken German is required.
• Fluent English is required.
• Strong execution and process discipline, with the ability to provide feedback that improves templates and workflows.
• Comfort with modern SaaS tools, including Planhat, Zendesk, Pendo, and data-driven dashboards.
• Clear communication skills and confidence hosting online webinars or one-to-many presentations.

Nice to have

• Swiss German fluency.
• Experience with AI tools such as Gemini, Gemini Notebook, or Workspace Studio.
• Experience hosting webinars or online presentations.

Culture & Benefits

• Collaborative work environment with exposure to modern SaaS customer success operations.
• 26 days of paid annual leave.
• Private medical insurance fully covered for the employee, with partial family coverage.
• Creative allowance and professional development support.
• Top-tier equipment and regular team social events.