Regional Manager, Customer Experience And Success

TL;DR

Regional Manager, Customer Experience and Success: Owning the technical customer function across the EMEA region, serving as a trusted technical advisor throughout the customer lifecycle. Focus on guiding customers through proof of concept, commercial close, onboarding, and long-term adoption, maintaining direct technical ownership across all stages of the customer relationship.

Location: Remote within EMEA

Company

hirify.global is building an OpenTelemetry-native, AI-centric observability platform designed around open standards, transparent pricing, and full customer control over observability data and costs.

What you will do

• Define and execute the Customer Experience and Success coverage model for the EMEA region, aligned with global Sales and go-to-market objectives.
• Recruit, onboard, and develop Customer Experience and Success professionals, establishing standards for technical excellence.
• Personally manage complex enterprise accounts through the full engagement cycle, maintaining direct technical ownership.
• Act as the primary technical liaison between the EMEA field organisation and hirify.global's global Product and Engineering teams.
• Own capacity planning for the Customer Experience and Success function, including headcount forecasting and coverage gap analysis.
• Partner with Enterprise Account Executives on account strategy and commercial positioning.

Requirements

• Minimum five years of experience in a Solutions Architecture, Sales Engineering, or Customer Success capacity, including at least two years in a leadership or management role overseeing a technical customer-facing team.
• Demonstrated depth in observability, distributed systems, or cloud-native infrastructure, with specific proficiency in Kubernetes and OpenTelemetry.
• Proven record of success in complex enterprise proof-of-concept engagements, with demonstrated ability to guide customers through to sustained adoption.
• Ability to engage credibly with both engineering stakeholders and executive decision-makers.
• Commitment to providing candid, evidence-based assessments to Sales and Product counterparts.
• Prior experience in an early-stage or high-growth environment.

Nice to have

• Practical experience with OpenTelemetry instrumentation, collector configuration, or telemetry pipeline design.
• Background in site reliability engineering, platform engineering, or DevOps.
• Experience engaging technically or commercially with the established observability vendors.

Culture & Benefits

• Competitive base salary and equity participation.
• Direct access to founders and product leadership, with field insight informing product direction.
• Opportunity to define and build the EMEA Customer Experience and Success function during a period that will shape its long-term structure and culture.
• A product that improves the quality of technical customer conversations.
• A lean, fast-moving organisation with the operational agility to act on good ideas quickly.