Director, Customer Success (SaaS)

TL;DR

Director, Customer Success (SaaS): Developing and executing overall customer success strategy and renewal ARR across the EMEA customer base with an accent on driving adoption and value realization at scale. Focus on leading and coaching teams through change, managing commercial transactions, and ensuring alignment of strategy between Sales and Customer Success.

Location: Must be based in Dublin, Ireland. Hybrid work model requires on-site presence in the Dublin office on Wednesday and Thursday.

Company

hirify.global is a learning platform dedicated to accelerating the technology skills and capabilities of today’s tech workforce.

What you will do

• Lead and develop the overall customer success strategy and manage renewal ARR.
• Guide and coach Customer Success Representatives on adoption strategies and value-driven conversations.
• Drive new initiatives to evolve the customer success motion, including digital renewal processes.
• Act as a leadership point of contact for critical customer escalations and key accounts.
• Monitor customer health, mitigate risks, and foster upsell and retention opportunities.
• Ensure alignment of strategy and approach between Sales and Customer Success departments.

Requirements

• Minimum of 5 years of related experience.
• Minimum of 2 years of experience in a leadership role.
• Experience in Scale or Volume Customer Success within the SaaS industry.
• Proven ability in managing teams who own commercial transactions and renewals.
• Proficiency in data-driven decision-making and using BI tools like Tableau or Looker.
• Strong background in leading teams through change and implementing new processes.

Nice to have

• Experience with digital touch or scale motions in a SaaS environment.
• Background in managing sales handovers and onboarding processes.

Culture & Benefits

• Competitive compensation packages with medical coverage.
• Unlimited PTO and wellness reimbursements.
• hirify.global subscription and professional development funds.
• Commitment to diversity, equity, inclusion, and belonging.
• Trust, autonomy, and collaboration-driven culture.