Engagement Expert (B2B SaaS)

Location: Hybrid, based out of offices in London, UK; requires 25% travel.

Salary: £45,000–£55,000 base pay per year.

Company

hirify.global provides a community input and insights platform using NLP and machine learning to help local government organizations make data-driven decisions.

What you will do

• Own customer implementations from closed-won through platform configuration, training, and signed-off go-live within the 60-day implementation timeline.
• Configure and personalize the Listen, Ask, and Communicate product modules for client use cases.
• Partner with Account Executives on solution design documents and delivery feasibility during pre-sales.
• Train client users and provide best-practices guidance for independent platform adoption.
• Deliver recurring projects, including the creation, quality assurance, and client sign-off of DIY surveys and content pages.
• Monitor feature adoption, survey quality, and account health, escalating risks and customer success opportunities to Account Management.

Requirements

• 5+ years of experience in customer-facing implementation, onboarding, or delivery roles within a B2B SaaS environment.
• Strong project management skills and experience managing multiple concurrent implementations against timelines and milestones.
• Ability to configure, personalize, and train clients on a technical platform with multiple modules.
• Knowledge of local government and/or public safety workflows and priorities.
• Data curiosity, analytical skills, and confidence connecting platform outputs to real-world decisions.
• Confident client-facing communication, training delivery, working-session facilitation, and stakeholder management.

Nice to have

• Experience with NLP, machine-learning products, or data analytics platforms.
• Familiarity with community engagement, communications, or public safety workflows in government.
• Experience with Monday.com or similar project management tools and Planhat, Gainsight, or similar customer success platforms.
• Experience using AI tools to improve delivery.

Culture & Benefits

• Mission-driven work focused on improving government services through community voices.
• Collaborative delivery model with distinct responsibilities across Account Management, Expert Services, Operations, and Support.
• Hybrid work from the London office with 25% travel.
• Success measured through retention, adoption, engagement, NPS/CSAT, and customer advocacy.