Head of Customer Success (HealthTech)

Location: Hybrid role based in the UK, with office attendance twice a week; work from anywhere in the UK with some flexibility across Europe. Occasional travel to the Paris office is required. Candidates outside the UK and relevant time zone cannot be considered.

Salary: £90,000–£100,000 per year plus commission, based on experience and value delivered.

Company

hirify.global provides secure, cloud-based clinical software that helps doctors and healthcare teams improve care delivery, save time and money, and structure health data for research.

What you will do

• Own customer retention, renewals, expansion revenue, Gross Revenue Retention and Net Revenue Retention across a customer base of more than 1,800 organisations.
• Build and lead a high-performing Customer Success organisation with strong accountability, coaching, continuous improvement and customer focus.
• Improve the customer journey through proactive engagement, Executive Business Reviews, value-led success planning and increased product adoption.
• Partner with Sales to identify upsell, cross-sell and expansion opportunities while maintaining measurable customer outcomes.
• Develop scalable, AI-enabled operations including customer health scoring, lifecycle programmes, automation and data-driven forecasting.
• Represent customer needs across Product, Engineering, Support and Commercial teams, using feedback and usage data to influence the roadmap.

Requirements

• Proven experience leading and developing Customer Success teams in a B2B SaaS environment.
• Track record of improving retention, reducing churn and delivering strong GRR, NRR and customer lifetime value.
• Strong commercial experience with upsell, cross-sell, expansion and executive stakeholder management.
• Experience designing and scaling customer segmentation, health scoring, lifecycle programmes and success planning.
• Data-driven leadership style with experience using Customer Success platforms such as Gainsight, ChurnZero, Planhat or Vitally, CRM systems and OpenAI tools.
• Experience using AI and automation, partnering with Product teams, and working in healthcare technology, clinical software or another regulated SaaS environment.

Nice to have

• Proficiency in French.

Culture & Benefits

• Autonomy and ownership in a fast-growing HealthTech scale-up.
• 36 days off, including holidays, bank holidays, a birthday day and additional wellbeing days.
• Private health insurance, mental health support and free therapy sessions.
• Flexible hybrid work, a MacBook and equipment for an ergonomic home office.
• Central London office with a roof terrace, refreshments and team activities.