Head of Customer Success

Location: Not specified. The role supports EU markets.

Company

hirify.global operates EasyBiz, a technology company using AI and automation to simplify business setup and management for SMEs.

What you will do

• Own the full post-sale customer lifecycle from onboarding and time-to-first-value through retention and renewals.
• Build segmented onboarding systems, client guides, documentation, and educational content.
• Manage support operations, including ticket routing, escalations, backlog control, QA, SLAs, playbooks, and reporting.
• Build upsell and expansion motions and translate Voice of Customer feedback into product, service, and process improvements.
• Implement CRM, ticketing, reporting, dashboards, and automation to improve transparency and reduce manual work.
• Lead, coach, hire, and scale the Customer Success team.

Requirements

• 5+ years of experience in B2B Customer Success, Account Management, or Client Operations.
• 1–3+ years of team leadership or clear ownership of leadership responsibilities.
• Experience with retention, renewals, upselling, expansion, SLA management, QA, dashboards, and operational playbooks.
• Strong structured writing skills for client guides and educational materials.
• Excellent stakeholder management and escalation handling skills.
• Fluent French and English, written and spoken. CRM, ticketing, reporting, and Sheets/Excel proficiency are required.

Nice to have

• Experience with Luxembourg corporate services, fiduciary, TCSP, regulated fintech, or accounting environments.
• Experience building Customer Success functions from scratch, including segmentation, health scoring, renewal motions, and knowledge bases.
• Experience working with legal, compliance, accounting, and product stakeholders.

Culture & Benefits

• Fast-moving, entrepreneurial environment with high ownership and minimal bureaucracy.
• Flexible working hours and opportunities for professional growth and development.
• Strong project and product cultures with a focus on measurable outcomes.
• Work connected to EU markets.
• Direct feedback, continuous improvement, adaptability, and outcome-focused execution.

Hiring process

• Submit a CV and LinkedIn profile.
• Apply by email.