Head of Customer Success (AI SaaS)

Location: London, United Kingdom; hybrid, with office attendance three days a week.

Company

hirify.global is a Series A AI SaaS company that helps global organisations create, manage, and scale training and enablement content through AI-powered video, authoring, interactive learning, localisation, and analytics.

What you will do

• Own gross and net revenue retention across the customer base and personally manage renewals and expansions for strategic enterprise accounts.
• Design and run retention playbooks covering renewal cycles, early-warning signals, executive sponsorship, and ROI-based value proof.
• Build the Customer Success-led expansion motion with Sales across seats, teams, and new products.
• Own the AI-native Customer Success platform, including health scoring, risk and expansion signals, forecasting, and executive reporting.
• Lead and coach Customer Success Managers, hire another team member, and design coverage for enterprise and digital-led accounts.
• Bring customer needs to Product and Marketing and turn customer outcomes into company-wide stories.

Requirements

• 7+ years in Customer Success or post-sales at a B2B SaaS company, including experience leading a team or running a function as a player-coach.
• Experience at a seed, Series A, or Series B startup, including building or scaling a Customer Success function with limited resources.
• Proven success improving retention and driving expansion for enterprise accounts, including renewals, negotiations, and executive relationships.
• Hands-on and commercial approach, including owning a number, managing difficult renewals, and documenting playbooks.
• Data-led and AI-enabled approach, with the ability to build defensible health scores and forecasts and use a modern Customer Success platform as an operating system.
• Clear, direct communication skills for executive, customer, and team presentations.
• Drive, diligence, and strong attention to detail, with potential to grow into a senior leadership role.
• Based in London and willing to work from the office three days a week.

Nice to have

• Experience selling to or serving L&D, HR, or enablement buyers.
• Experience with AI products or helping customers adopt new product lines.
• Experience with partner- or reseller-sourced customers.
• Experience adopting an AI-native Customer Success platform.

Culture & Benefits

• Collaborative, curious, and continuously learning international team of more than 70 people.
• Stock options and direct work with cutting-edge AI technology.
• Hybrid work with one full week of remote work available per quarter and a centrally located, pet-friendly office.
• 25 days of annual leave, with the option to convert eight bank holidays into working days for up to 33 days, plus a paid birthday day off when applicable.
• Private Bupa healthcare, including talk therapy and physiotherapy, and matched salary-sacrifice pension contributions.
• Free breakfast on Tuesdays and lunch on Thursdays.

Hiring process

• Interview accommodations can be requested by emailing recruitment@hirify.global.com.