Head Of Global Customer Success (SaaS)

TL;DR

Head of Global Customer Success (SaaS): Shaping and executing global CSM strategy, aligning team objectives with business goals, and ensuring customer needs are understood across the organization. Focus on implementing best practices, tools, and processes that support consistent, data-driven customer engagement across the lifecycle, from onboarding and adoption to long-term value realization.

Location: Hybrid - Leiden, Zuid-Holland, Netherlands

Company

hirify.global is an open and collaborative company with +/-200 colleagues of over 40 different nationalities.

What you will do

• Lead and empower regional CSM Managers, Team Leads, and individual contributors across diverse global markets.
• Guide and support tailored approaches for Key Accounts, Mid-Market, and Accelerate segments.
• Nurture the evolution of our digital CSM strategy, developing automated, scalable engagement models based on customer behavior.
• Implement best practices, tools, and processes that support consistent, data-driven customer engagement across the lifecycle.
• Embed a customer-first mindset company-wide, collaborating closely with Sales, Product, Marketing, Delivery, and Support.
• Monitor customer health, lead strategic reviews, and guide expansion opportunities through cross-sell and upsell strategies.

Requirements

• 10+ years’ experience in customer success, account management, or similar client-facing roles within a software/SaaS environment.
• 5+ years’ experience leading and scaling global, distributed teams.
• Proven ability to create and execute customer lifecycle and success strategies in high-growth, subscription-based businesses.
• Strong leadership, coaching, and mentoring skills.
• Excellent communication and stakeholder management skills, including C-level engagement.
• Data-driven mindset, with comfort in working with metrics, KPIs, and customer insights.
• Currently resident in the Netherlands.

Nice to have

• Experience in e-commerce or marketplaces.

Culture & Benefits

• Open and collaborative company with +/-200 colleagues of over 40 different nationalities.
• Plenty of autonomy to make independent decisions and take ownership of work and projects.
• Free access to mental healthcare support.
• Equity benefits to grow together.
• 6% contribution to your pension fund.
• Flexible hours and hybrid-working options for work-life balance.

Hiring process

• Screening call with a member of the recruitment team.
• Video meeting with our COO.
• Visit to our office to meet with various team members.
• Case study and presentation.