Head Of Customer Success

TL;DR

Head of Customer Success: Leading the Customer Success function at YourParkingSpace, ensuring high-quality customer experience and supporting sustainable business growth with an accent on service delivery, people leadership, and operational excellence. Focus on defining service standards, measuring improvements, and acting as the senior escalation point for critical issues.

Location: This role is based in London.

Company

hirify.global guides customers and communities towards brighter futures and more livable cities, transforming urban mobility as a global team.

What you will do

• Lead, coach, and develop Customer Success managers and team leads.
• Ensure service levels are consistently met or exceeded.
• Design and maintain scalable Customer Success processes and playbooks.
• Partner with Operations, Finance, and Commercial teams on service-related initiatives.
• Define and evolve the Customer Success operating model in line with business priorities.

Requirements

• Minimum 5 years’ experience leading Customer Success or Customer Support teams operating across multiple locations.
• Strong people leadership experience, including managing managers and team leads.
• Demonstrated experience scaling service operations in a growing business.
• Deep understanding of customer service metrics, SLAs, and quality frameworks.
• Commercial awareness with the ability to balance cost, quality and growth.
• Confident communicator with senior stakeholders.

Culture & Benefits

• Calm, structured, and accountable leadership style.
• Highly organised and detail-oriented.
• Data-driven with a strong focus on outcomes.
• Comfortable managing change and complexity.
• Resilient, pragmatic, and decisive.