Director of Customer Success (SaaS)

TL;DR

Director of Customer Success (SaaS): Leading revenue retention and expansion for a defined customer portfolio in the experience economy, with an accent on strategic account growth, executive sponsorship, and team leadership. Focus on driving Net Revenue Retention (NRR), building trusted relationships with senior leaders, and scaling processes in a fast-growing SaaS environment.

Location: Remote (UK/Europe). Travel up to 30% to customer sites, events, and meetings (Europe + occasional US).

Company

hirify.global is a fast-growing, VC-backed SaaS company building the leading platform for experiential marketing, brand homes, and loyalty-driven growth.

What you will do

• Own and drive 120%+ Net Revenue Retention (NRR) and expansion across a customer portfolio.
• Act as executive sponsor for strategic accounts, leading on-site meetings, QBRs, and negotiations.
• Lead and coach a team of 7 direct reports across Implementation, Customer Enablement, and Account Directors.
• Collaborate with the executive team on strategic account expansion, product roadmap translation, and growth strategy.
• Scale processes while maintaining flexibility and speed within the European market.

Requirements

• 8–12+ years in Customer Success, Account Management, or Growth within B2B SaaS.
• Proven ownership of 120%+ NRR in a growth environment.
• Experience leading multi-disciplinary teams.
• Comfortable being customer-facing, commercial, and hands-on.
• Strong executive presence with the ability to influence senior stakeholders.
• Work from UK or Europe required.

Nice to have

• Experience with Beverage alcohol, Consumer brands / CPG, or Retail apparel/lifestyle brands.
• Experience in a venture-backed, fast-scaling SaaS company.
• Familiarity with CRM, payments, ecommerce, loyalty, or marketing automation.
• French language skills.

Culture & Benefits

• VC-backed (Andreessen Horowitz, Blackrock, Marc Benioff) startup environment with high ownership, accountability, and impact.
• Opportunity to directly influence outcomes and scale processes.
• Focus on experiential marketing, brand homes, and loyalty-driven growth.
• Collaborative environment with cross-functional and executive interaction.