Head of Customer Success (SaaS)

Location: Remote

Company

hirify.global operates a B2B SaaS business, with fintech experience relevant to the role.

What you will do

• Lead and scale the Customer Success function across onboarding, account management, support, adoption, and long-term retention.
• Develop and execute a customer success strategy aligned with customer goals and measurable business value.
• Build scalable CS processes, operating models, systems, tooling, reporting, and a knowledge base.
• Manage strategic customer relationships, including executive stakeholders, meetings, demos, workshops, QBRs, and executive briefings.
• Define customer health, satisfaction, and team-effectiveness KPIs and drive data-informed improvements.
• Hire, mentor, and develop a high-performing CS team while collaborating with product, sales, R&D, and marketing.

Requirements

• 2+ years managing Customer Success team leaders and 3+ years leading CS teams directly in a fast-paced, data-driven B2B SaaS company.
• Experience building and scaling Customer Success processes, strategies, operating models, and tools across the full customer lifecycle.
• Strong customer relationship, project management, communication, presentation, analytical, and stakeholder-management skills.
• Experience with customer meetings, demos, workshops, QBRs, executive briefings, dashboards, and measurable performance improvements.
• Proficiency in Excel and Customer Success platforms such as HubSpot.
• Bachelor’s degree or MBA in accounting or finance, or 2+ years of practical managerial experience in those fields.

Nice to have

• Fintech experience.
• Experience in management consulting, sales engineering, or post-sales technical support.

Culture & Benefits

• Remote work.
• Entrepreneurial, adaptable, and data-driven working environment.
• Collaborative team culture focused on humility, initiative, and mutual support.