Customer Success Lead (Ai)

TL;DR

Customer Success Lead (AI): Leading a team of experienced Customer Success team members across the UK&I region, driving excellence in post-sales outcomes and ensuring the team consistently delivers measurable value to customers and the business with an accent on people leadership, strategic direction, and hands-on customer impact. Focus on exceeding renewal, expansion, and NRR goals through effective customer engagement and strategic account management.

Location: This role is remote-first, so it can be executed from anywhere within UK&I. If you prefer, you can work from our offices in London and Dublin.

Company

hirify.global is a research and product company defining the frontier of audio AI.

What you will do

• Lead, coach, and develop a high-performing CS team, owning team and regional NRR performance, customer retention, and expansion goals.
• Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices.
• Set strategic direction for the team, aligning customer success initiatives with company goals and market trends.
• Monitor and optimize delivery quality across all accounts, ensuring consistency, excellence, and predictability in customer outcomes, implementing scalable processes that improve accuracy, visibility, and operational efficiency.
• Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate in internal and external forums.
• Partner with Europe GTM & cross functional leadership to align organizational objectives, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams.

Requirements

• 10+ years of experience in Customer Success or post-sales roles within SaaS, ideally some of this within UK&I accounts.
• 5+ years of direct people leadership experience — managing CSMs, driving team quota, and developing talent through coaching and enablement.
• Demonstrated success in exceeding renewal, expansion, and NRR goals through effective customer engagement and strategic account management.
• Expertise in CS methodologies and best practices (e.g. success planning, adoption frameworks, ROI storytelling, executive alignment).
• Strong analytical and operational skills: adept at using data to identify performance trends, optimise workflows, and forecast outcomes.
• Strong builder mindset - you thrive in building from scratch, redefining processes and playbooks, and operating with an AI-first mindset

Nice to have

• Bonus: Hands-on with tools (Salesforce, Gong, Sigma, Pylon) and capable of improving data quality, visibility, and usage insights across the team.

Culture & Benefits

• You’ll be part of a generational opportunity to define the trajectory of AI, surrounded by a team pushing the boundaries of what’s possible.
• Joining hirify.global means joining a dynamic team with countless opportunities to drive impact - beyond your immediate role and responsibilities.
• hirify.global proactively supports professional development through an annual discretionary stipend.
• We also provide an annual discretionary stipend to meet up with colleagues each year, however you choose.
• Each year, we bring the entire team together in a new location - past offsites have included Croatia and Italy.
• If you’re not located near one of our main hubs, we offer a monthly co-working stipend.