✨ What you’ll be working on

Customer Success Manager EMEA remote job at Hiver (UK only). Manage mid-market SaaS accounts, drive adoption, retention & expansion revenue. 3–5 yrs experience.

Hiver enables teams to deliver personalized customer service directly from Gmail. Trusted by thousands of companies worldwide and highly rated on G2, Hiver is known for its customer satisfaction and product quality.

The company is profitable and backed by K1 Capital, Kalaari Capital, Kae Capital, and Citrix Startup Accelerator.

What You’ll Be Working On

You will manage a portfolio of mid-market customers and ensure adoption, retention, and expansion revenue.
This is a strategic + commercial customer success role focused on ROI and long-term partnerships.

What You’ll Do

Strategic Discovery & Value Mapping

• Understand business goals and customer pain points
• Create measurable Success Plans tied to ROI
• Map customer journey outcomes

Adoption & Consulting

• Advise customers on workflow optimization
• Provide best-practice guidance
• Drive product adoption beyond training

Account Growth & Expansion

• Manage 50–70 mid-market accounts
• Drive Net Revenue Retention (NRR)
• Identify and close expansion opportunities

Data-Driven Insights

• Deliver Quarterly & Executive Business Reviews
• Predict churn risks using usage analytics
• Identify growth signals in account portfolio

Product & Market Feedback

• Share actionable feedback with product teams
• Act as EMEA market specialist
• Influence product roadmap improvements

Requirements

• 3–5 years Customer Success experience (SaaS Mid-Market accounts)
• Experience managing 50–70 accounts
• Proven expansion & retention performance
• Strong stakeholder and executive communication
• Ability to translate technical features into business value
• Comfortable owning commercial conversations
• Thrives in fast-paced remote environment

Why Join Hiver?

• Work with a globally recognized SaaS platform
• Strategic customer-facing role
• Fully remote setup
• Growth-focused environment