Head Of Customer Success (SaaS)

TL;DR

Head of Customer Success (SaaS): Building and professionalizing a scalable Customer Success organization for a global regulatory compliance platform with an accent on retention strategies and automation. Focus on designing segmented engagement models, managing renewal excellence, and leading a multidisciplinary team to drive long-term customer value.

Location: Madrid (Hybrid)

Company

hirify.global provides holistic, AI-powered Software-as-a-Service solutions that help global enterprises ensure regulatory compliance, transparency, and sustainable governance across their value chains.

What you will do

• Design and implement a segmented CS operating model across enterprise, mid-market, and SME segments.
• Drive retention and renewal excellence through structured forecasting, risk management, and prevention strategies.
• Partner with Customer Operations to implement lifecycle automation and scalable health scoring models.
• Lead and mentor a diverse team of Customer Success professionals and working students.
• Establish clear KPIs focused on customer adoption, value realization, and long-term retention.
• Align CS frameworks with Professional Services, Product, and Sales departments.

Requirements

• 8–12+ years of experience in Customer Success or SaaS leadership roles.
• Proven track record of leading teams of 10+ people.
• Experience scaling Customer Success operations for large customer bases (1,000+).
• Strong commercial expertise in renewal management and customer value conversations.
• Analytical mindset with proficiency in customer data, automation, and CS tooling (e.g., Salesforce, HubSpot).

Nice to have

• Experience in RegTech, ESG, or compliance software environments.
• Expertise in building Tech-Touch or digital-first Customer Success programs.
• German language skills or experience working with DACH markets.

Culture & Benefits

• Hybrid work options with inspiring office workspaces.
• Collaborative, purpose-driven mission focused on global sustainability and transparency.
• Opportunities for professional growth and leadership development in a rapidly scaling organization.
• Supportive culture with team events and outings across global offices.