Digital Customer Success Manager (B2B SaaS)

Location: Remote; the United Kingdom is preferred.

Company

hirify.global provides practical cybersecurity learning for more than 7 million learners worldwide across education and professional training.

What you will do

• Own and triage a portfolio of 115+ digital customer accounts, segmenting accounts for automation, self-service migration, retention, or release at renewal.
• Build and operate scalable onboarding, adoption, lifecycle communication, and renewal journeys using Customer.io, Trig, Intercom, ChurnZero, and HubSpot.
• Define health scores, activation thresholds, behavioral triggers, exception paths, and renewal prediction models based on usage and engagement data.
• Launch and govern the customer hub with onboarding guides, product updates, webinars, case studies, FAQs, and self-service resources.
• Partner with Product, Marketing, CRM, RevOps, and data teams to improve the digital customer experience and reduce manual CSM effort.
• Triage support requests, identify recurring issues, maintain CRM data quality, and build dashboards and repeatable playbooks for retention and renewal performance.

Requirements

• 3+ years of experience in Customer Success, CS Operations, Lifecycle, or Digital CS roles within B2B SaaS.
• Hands-on experience personally building automated onboarding, adoption, and renewal journeys rather than only maintaining existing flows.
• Experience with CRM and lifecycle tooling such as HubSpot, Customer.io, ChurnZero, or equivalent platforms.
• Strong data literacy, including behavioral-signal analysis, activation metrics, intervention logic, health scoring, and reporting.
• Ability to manage high-volume, low-ARR portfolios through scalable systems and work independently in an ambiguous environment.
• Experience collaborating cross-functionally with Product and Marketing.

Nice to have

• Experience with in-app engagement tools such as Intercom.
• Background in cybersecurity or technical SaaS.
• Experience defining and validating product activation metrics or customer “aha moments”.

Culture & Benefits

• Fully remote working arrangement.
• Initial six-month contractor term with potential extension or conversion to a permanent role.
• Opportunity to build a new digital customer-success motion and shape scalable operating systems.
• Work focused on ownership, systems thinking, customer empathy, bias for action, and craftsmanship.

Hiring process

• Success during the initial six-month term is evaluated against defined outcomes, including a live digital journey, customer hub, CRM integration, and renewal automation.