Director of Customer Success (AI/Data)

Location: Hybrid in London, with two days per week in the London office and travel to customer locations across the UK. Applicants must currently be based in the UK and hold the legal right to work there.

Company

hirify.global is an education technology company delivering applied AI and digital skills education to corporate and government organisations through professional programmes and the EDUKATE.AI learning platform.

What you will do

• Transform and scale the Customer Success function into a commercially driven enterprise organisation.
• Own retention and growth across the client portfolio, including GRR, NRR, renewals, repeat cohorts and expansion opportunities.
• Define and communicate customer value through success plans, QBRs, business impact measurement and ROI evidence.
• Coach and develop the CSM team, establish KPIs and account planning, and recruit enterprise-calibre talent.
• Build a joined-up operating model across Customer Success, Sales and Delivery, including early risk detection and joint account planning.
• Act as a senior strategic contact for major enterprise accounts and represent hirify.global in customer advisory initiatives when required.

Requirements

• Strong experience leading Enterprise Customer Success or strategic account management in complex B2B organisations, ideally in technology or technology-enabled services.
• Demonstrable success creating expansion opportunities, influencing revenue and navigating complex buying groups.
• Experience developing or materially transforming a Customer Success function rather than only maintaining an established model.
• Ability to convert customer objectives and operational data into credible ROI narratives and persuasive executive reviews.
• Proven people leadership experience, including coaching, hiring, setting high standards and managing performance.
• Experience with QBRs, customer success plans, segmentation and cross-functional execution in a fast-moving scale-up.
• Must be able to work in close coordination with Sales and Delivery and connect customer outcomes with commercial results.
• Reactive customer servicing, satisfaction reporting, administrative account management, or experience limited to mature CS operations alone is not suitable.

Nice to have

• Background in enterprise SaaS, AI/data technology, consulting, professional services or workforce transformation.
• Experience designing CSQL or expansion motions and familiarity with MEDDIC or consultative sales qualification.
• Exposure to learning and development, professional education or UK apprenticeship funding.

Culture & Benefits

• Full-time schedule of 37.5 hours per week in a hybrid London setup.
• Pension with 4% matched contributions, salary sacrifice option, private medical insurance and a health and wellbeing allowance of up to £30 per month.
• 25 days of holiday, flexible bank holidays, birthday leave and the option to buy back up to 10 additional holiday days per year.
• Enhanced maternity and paternity leave, volunteering day and Employee Assistance Programme with a dedicated counsellor.
• CPD allowance, quarterly development reflections, summer and Christmas events, and regular company socials.
• Entrepreneurial, team-oriented, customer-focused culture with an emphasis on innovation, evidence-based improvement and high standards.