Head Of Customer Success (SaaS)

TL;DR

Head Of Customer Success (SaaS): Leading a team responsible for customer retention, expansion, and long-term customer growth across Enterprise and Scale-Up segments with an accent on defining and executing the Customer Success strategy with Net Revenue Retention (NRR) as the north star. Focus on driving adoption, expansion, and executive-level customer partnerships while building scalable processes that accelerate growth.

Location: Remote. Candidate must be based in the United States or Canada. The role may involve in-person team meetings in US locations such as Atlanta or Houston.

Salary: $100,000–$120,000 Base Salary USD, with an additional $20,000–$30,000 Bonus.

Company

hirify.global.com is a product company providing an end-to-end workflow and e-commerce solution to digitalize the people's photography industry, making photographers’ lives easier and more efficient.

What you will do

• Own Net Revenue Retention (NRR), driving customer retention, expansion, and long-term revenue growth.
• Lead and develop a high-performing Customer Success organization with clear performance accountability.
• Drive GMV growth through strategic account planning, executive engagement, and value-based customer partnerships.
• Ensure renewal success by proactively managing risk, adoption, and customer health.
• Establish scalable Customer Success processes, playbooks, and operating rhythms to support growth.
• Partner with Sales, Product, and Marketing to align customer lifecycle strategy and improve customer outcomes.

Requirements

• 8+ years of experience in Customer Success, Account Management, or Expansion leadership within B2B SaaS or transaction-based platforms.
• Proven track record leading teams responsible for retention, expansion, and revenue growth.
• Strong commercial mindset with experience managing usage-based or GMV-driven business models.
• Executive presence with the ability to influence senior stakeholders internally and externally.
• Highly data-driven with the ability to translate metrics into clear growth strategies.
• Experience scaling teams and building operational frameworks in a high-growth environment.

Nice to have

• Experience in photography, creative services, marketplaces, or other service-driven verticals.

Culture & Benefits

• Collaborative and open work environment with a bi-annual review process and strong feedback culture.
• In-person team meetings are organized at least twice yearly for distributed teams.
• Unlimited vacation and flexible sick days for work-life balance.
• Paid medical leave and paid parental leave.
• Free FitOn membership with generous monthly credits.
• Annual learning budget of $500 for professional development.