Vp Customer Success (Edtech)

TL;DR

VP Customer Success (Edtech): Leading the post-sales organization, including Partner Success, Implementation, and Product/User Support, with an accent on user adoption, retention, renewals, and expansion across a diverse Higher Education customer base. Focus on designing and executing a post-sales operating model that aligns roles, responsibilities, and processes across the customer lifecycle.

Location: Hybrid work schedule, 3 days onsite in Amsterdam

Company

hirify.global scales the post-sales journey across a diverse Higher Education customer base.

What you will do

• Own the full post-sales organization, including Partner Success, Implementation, and Product/User Support.
• Directly accountable for user adoption, time-to-value, retention, renewals, and expansion across the customer base.
• Design and execute a post-sales operating model that aligns roles, responsibilities, processes, and handovers across the customer lifecycle.
• Lead and develop senior leaders across Partner Success, Support, and Implementation.
• Partner closely with Product and Engineering to improve adoption, reduce support friction, and influence product roadmap decisions.
• Define and own success metrics, including Net Revenue Retention (NRR), Net Promoter Score (NPS), and Churn value.

Requirements

• Senior leadership experience, including the management of a 15+ person team, in Customer/Partner Success or closely related post-sales function within a B2B or B2G SaaS environment.
• 3+ years experience in 2nd line management (leading leaders) and managing multiple post-sales teams.
• Proven results scaling user adoption and reducing customer churn.
• Strong understanding of how Implementation, Partner Success, and User/Product Support collectively drive customer retention and expansion.
• Experience operating in scale-ups where structure exists but needs to be significantly elevated, including bringing clarity, consistency, and accountability to underdefined environments.

Culture & Benefits

• 25 paid holidays per year.
• Hybrid work schedule (3 days onsite).
• A day off for your birthday.
• €550 Learning & Development budget per year as well as 3 days paid leave for learning purposes.
• Travel allowance and Swapfiets subscription.
• Unlimited access to mental health support with OpenUp service (within the EU, US, and AUS).