Customer Success Manager (SaaS)

Location: 100% remote with occasional travel within the DACH region; role location listed as Frankfurt am Main, Germany

Company

hirify.global provides digital employee experience management software that helps IT leaders monitor, diagnose, and improve employee experiences across applications, networks, and endpoints.

What you will do

• Manage a portfolio of up to 20 strategic enterprise customers across the DACH region.
• Create and execute customer success plans covering people, processes, technology, communication, and value.
• Guide customers through DEX adoption, DEXOps implementation, workshops, and value-realization activities.
• Build relationships with CIO organizations and senior stakeholders, acting as a trusted advisor.
• Support renewals, identify upsell and cross-sell opportunities, and maintain customer health.
• Collaborate with Sales, Solution Consulting, Professional Services, Support, Product, R&D, and Marketing teams while maintaining accurate CRM data.

Requirements

• 7+ years of experience as a Customer Success Manager in the software industry with large enterprise accounts and SaaS adoption.
• Experience driving adoption and value realization through structured customer success methodologies.
• Strong business acumen, technical aptitude, presentation skills, and ability to work with stakeholders from technical teams to the C-suite.
• Understanding of IT operations, ITSM processes, ITIL, or end-user compute and client management practices is preferred.
• Business-level fluency in English and German is required for customer-facing communication and collaboration.
• Willingness to travel occasionally within the DACH region.

Nice to have

• Understanding of IT project delivery lifecycles and digital transformation initiatives.
• Experience with ITIL, ITSM, or end-user compute and client management practices.

Culture & Benefits

• Permanent contract and competitive compensation package.
• Flexible hours, unlimited paid time off in addition to 30 holiday days, and three company-paid volunteer days.
• 100% remote work with occasional travel to meet colleagues and customers.
• Access to professional training platforms.
• Paid caregiver leave and 24/7 accident insurance coverage.