Head of Scaled Customer Success & Retention (SaaS)

Location: Tel Aviv, Israel

Company

hirify.global, recently acquired by Fiverr, provides eCommerce tools that empower online sellers worldwide.

What you will do

• Lead, mentor, and establish operating cadences for a multidisciplinary team of five direct reports.
• Manage proactive customer success for large accounts, including qualification standards, time-to-value, product adoption, upsell opportunities, and retention playbooks.
• Build a scalable, automated, multichannel failed-payment recovery system to reduce involuntary churn.
• Oversee customer review and social proof programs across key platforms.
• Own revenue outcomes for AI automation initiatives in Customer Experience and optimize automated customer journeys.
• Partner with Product and Growth to improve trial-to-paid subscription conversion.

Requirements

• 4+ years of experience in Customer Success, Account Management, or post-sale revenue roles in SaaS or high-velocity technology platforms.
• 2+ years of hands-on experience with Digital CS, Scaled CS, or Tech-Touch models.
• 3+ years of direct people management or proven team leadership experience.
• Experience designing or operating automated lifecycle communications and customer engagement journeys.
• Commercial and data-driven mindset with experience owning retention, recovered revenue, churn, and trial-to-paid conversion metrics.
• Full professional fluency in English, verbal and written.

Nice to have

• Experience in B2C companies, eCommerce, dropshipping, or Shopify integrations.
• Experience managing customer advocacy, referral programs, or digital review campaigns.
• Understanding of SaaS payment gateways, subscription billing, and automated dunning processes.

Culture & Benefits

• Work in a fast-growing company focused on eCommerce technology and online sellers.
• Join a global team operating in a collaborative, fast-paced environment.
• Build scalable systems that increase operational impact without linear headcount growth.