Head Of Customer Success And Account Management (SaaS)

TL;DR

Head Of Customer Success And Account Management (SaaS): Leading and scaling a global Customer Success organization, focusing on maximizing customer retention, satisfaction, and expansion. Focus on driving revenue retention, architecting the customer journey, and ensuring operational excellence.

Location: Chicago, IL. Must be based in the United States.

Salary: $396K – $440K

Company

hirify.global is the customer operations platform built for B2B complexity, keeping every team, tool, and customer conversation in sync so companies can scale without losing connection.

What you will do

• Lead, mentor, and scale a global Customer Success organization, fostering a culture of high performance and continuous learning.
• Own the strategy and execution for renewal business, achieving world-class gross and net revenue retention rates.
• Design and continuously improve the entire customer lifecycle, ensuring a seamless and valuable experience.
• Collaborate with sales, solutions engineering, and EPD teams to identify and support expansion opportunities.
• Build and refine the operational foundation of the CS organization, developing scalable processes and systems.
• Serve as the advocate for customers internally, translating customer feedback into actionable insights.

Requirements

• 7-10+ years of experience in Customer Success, Account Management, or a related field within a B2B SaaS environment.
• A minimum of 3-5 years in a senior leadership role, managing and scaling global or multi-regional teams.
• Strong operational background with proven success in building processes and leveraging technology (e.g., Salesforce, GONG).
• Deep experience managing a significant book of business (e.g., $50M+ ARR) with a strong command of SaaS metrics.
• Exceptional ability to build strong relationships and collaborate effectively across all internal teams.
• A data-driven leader who can operate at both a strategic and tactical level.

Culture & Benefits

• Competitive salary and equity.
• Private health insurance, including plan options at no cost to employees.
• Flexible time off policy and paid parental leave.
• Mental health support and family planning support.
• $100 per month Lifestyle Stipend to spend on fitness, health and wellness, and other activities.
• Flexibility to work from home Mondays and Fridays.