Head of Customer Success (AI)

TL;DR

Head of Customer Success (AI): Leading and optimizing a global Customer Success team with an accent on retaining and expanding the managed portfolio and hitting Net Revenue Retention targets. Focus on refining success playbooks, coaching CSMs, building high-impact teams, and enabling consistent high-quality service.

Location: The company has offices in Barcelona and Toronto, offering flexible working hours and a home office budget.

Company

hirify.global is an AI-powered business communication platform that helps sales and support teams improve customer experience and drive revenue, backed by a $28 million Series B investment.

What you will do

• Own and refine the post-sale lifecycle playbook (onboarding, adoption, retention) for Customer Success Managers (CSMs).
• Recruit, coach, and engage a team of proactive, consultative, and accountable CSMs.
• Equip CSMs with necessary enablement, including training, documentation, and performance guidance.
• Collaborate with Product, Sales, and Marketing to integrate customer feedback and align on lifecycle stages and revenue expansion.

Requirements

• Proven experience in high-volume/high-velocity Customer Success or Account Management, with at least 2 years in a leadership role.
• Demonstrated track record of meeting or exceeding customer retention, expansion, and Net Revenue Retention (NRR) targets in a SaaS environment.
• Strong leadership and team management skills, with experience leading teams of 5+ high-performing members.
• Proficiency in dashboard management and data-driven performance improvement.
• Excellent communication, negotiation, and relationship-building skills.
• Experience with CRM and Customer Success tools (e.g., HubSpot, Salesforce, Custify, Gainsight, ChurnZero).

Culture & Benefits

• 1-1 Coaching sessions with a resident communications advisor and a Learning and Development budget.
• Unlimited Paid Time Off, Volunteering Days, Flexible working hours, and a Home office budget.
• Quarterly Recharge Fridays and a Fitness Allowance.
• Referral bonuses, virtual & physical team buildings, and company merchandise.

Hiring process

• Initial Chat with the Talent Acquisition team.
• Role Deep Dive with the CMO, David.
• Case Interview to showcase expertise.
• Culture Bar Raiser Call to explore adaptability, ownership, and continuous improvement.