Director, Customer Success Manager (SaaS)

Location: Remote from Poland; scope covers the EMEA region.

Company

hirify.global provides enterprise software and services for environmental, health, safety, sustainability, and ESG management.

What you will do

• Lead the EMEA Customer Success organisation and manage approximately eight Customer Success Managers, including Customer Success leaders and managers.
• Set the regional Customer Success strategy, objectives, KPIs, processes, and performance standards.
• Drive customer retention, renewals, adoption, satisfaction, lifetime value, and expansion in partnership with Sales and Account Management.
• Maintain executive relationships with strategic and enterprise customers and act as an escalation point when needed.
• Oversee onboarding, success planning, value realisation, executive business reviews, and customer advocacy.
• Partner with Sales, Product, Engineering, Support, Professional Services, Marketing, and Finance to improve customer outcomes.

Requirements

• 8–12+ years of experience in Customer Success, Account Management, or a related customer-facing function, preferably in B2B SaaS.
• Significant experience leading and developing Customer Success teams, including managers and senior individual contributors.
• Proven experience managing complex enterprise and strategic customer relationships.
• Track record of improving retention, adoption, satisfaction, renewals, and expansion.
• Experience with Customer Success methodologies, customer health metrics, lifecycle management, and value realisation.
• Experience using Salesforce, Clari, Vitally, or similar CRM and Customer Success platforms, plus strong analytical, communication, coaching, and stakeholder management skills.

Culture & Benefits

• Full-time remote work from Poland.
• Leadership role within a global SaaS organisation serving the EMEA region.
• Focus on customer centricity, accountability, action, innovation, and collaboration.
• Opportunity to build career paths, succession planning, and development programmes for Customer Success talent.