Head of Customer Success (EMEA)

Location: London, UK; hybrid role. The team works across EMEA, with colleagues in Munich and potential future operations in Riyadh.

Company

hirify.global is a scaling company operating in creative technology, generative AI, and product-led growth environments.

What you will do

• Lead a senior EMEA Customer Success team of five, with plans to grow the team to ten within 12 months.
• Own hiring, onboarding, coaching, performance management, career development, and day-to-day team effectiveness.
• Manage senior relationships for strategic enterprise and agency accounts, acting as a senior escalation point when complex situations require intervention.
• Build scalable account planning, escalation, reporting, CRM, renewal, and customer engagement processes.
• Own customer success outcomes including retention, net revenue retention, health score distribution, escalation resolution, and expansion.
• Partner with Sales, Product, and Forward Deployed Creatives on renewals, account expansion, workflow adoption, and regional customer needs.

Requirements

• 10+ years of experience in Customer Success or a closely related client-facing function.
• Substantial experience leading senior individual contributors and direct accountability for performance outcomes.
• Proven experience building and developing Customer Success teams, managing performance conversations, and improving retention and growth.
• Experience holding senior relationships with large enterprise or agency accounts, including complex escalations.
• Strong operational leadership skills, including building repeatable systems and managing outcome metrics.
• Ability to work across multiple EMEA markets and partner effectively with Sales, Product, and GTM leadership.

Nice to have

• Experience scaling a Customer Success function at a high-growth startup.
• Fluency with advertising agencies or brand marketing teams.
• Background in creative technology, generative AI, product-led growth, creative software, martech, or adtech.
• Experience developing CS managers or leads from individual contributor backgrounds.
• Additional European language, familiarity with CRM and customer success tooling, or experience with Middle Eastern markets.

Culture & Benefits

• Hands-on leadership role in a growing organization where team structure, tooling, and processes are still being refined.
• Opportunity to build the operating playbook rather than inherit a fully established function.
• Close collaboration with regional and functional leadership based outside London.
• Responsibility for developing senior talent and building a strong internal leadership bench.