Vice President, Customer Success (SaaS)

TL;DR

Vice President, Customer Success (SaaS): Leading the strategic scaling and optimization of a global post-sales organization for academic and government institutions with an accent on driving customer experience across onboarding, adoption, retention, expansion, and advocacy. Focus on iterating customer success strategy, advancing tech-enabled solutions, and fostering a culture of accountability and customer-centricity.

Location: Remote, must be based in the USA nationwide.

Salary: U.S. National Base Pay Range: $136,100 - $252,800. Highest mentioned range: $163,300 - $303,300 (New York City).

Company

hirify.global is a global information analytics company that helps institutions and professionals progress science, advance healthcare, and improve performance for the benefit of humanity.

What you will do

• Review and implement customer success strategies focused on value realization, renewals, and growth.
• Advance the organization toward a tech-enabled, solutions-focused customer success model.
• Evolve the current structure into a mature, scalable operating model for a global Customer Success organization.
• Lead and inspire a high-performing team of regional leaders, providing mentorship and professional growth paths.
• Partner with Sales, Marketing, and Product leaders to drive engagement strategies that reduce churn and expand customer footprint.
• Champion the development of tooling, dashboards, and processes to measure customer success outcomes globally.

Requirements

• Proven track record (12+ years) in SaaS customer success, post-sales, or professional services leadership, including global, matrixed team management.
• Minimum of 5 years in a senior executive role (VP or equivalent) managing regional or global CS organizations.
• Demonstrated experience leading large-scale customer success/engagement teams and managing managers/leaders in a high-growth SaaS environment.
• Demonstrated success driving renewals and expansion in a B2B SaaS or analytics-driven environment, ideally within academic, scientific, or governmental sectors.
• Excellent executive presence, influencing, and communication skills, comfortable engaging at the C-level internally and externally.
• Deep knowledge of customer success best practices, digital engagement models, and success platforms (Gainsight, Salesforce).

Culture & Benefits

• Pivotal role at a transformative moment within a newly formed, high-impact team with strong senior leadership support.
• Promotes a healthy work/life balance with various well-being initiatives.
• Offers shared parental leave, study assistance, and sabbaticals.
• Committed to providing a fair and accessible hiring process.