Head Of Customer Success

TL;DR

Head Of Customer Success: Managing the customer success strategy for a workforce management platform with an accent on driving net revenue retention and expansion. Focus on building AI-driven workflows for scaling customer support, optimizing health-scoring models, and leading a high-performing team to reduce churn.

Company

hirify.global is an innovative workforce management software provider based in London with a fully remote international team.

What you will do

• Drive Net Revenue Retention (NRR) by executing expansion strategies and identifying upsell/cross-sell opportunities.
• Transition from reactive support to proactive success by creating scalable processes and health-scoring models.
• Design AI-driven workflows to deliver personalized success at scale for self-serve users.
• Maintain low churn rates by identifying at-risk signals and implementing intervention strategies.
• Lead, recruit, and mentor a high-performing team of Customer Success Managers.
• Act as the voice of the customer to influence product roadmaps and commercial negotiations.

Requirements

• Proven experience in both high-touch Enterprise Customer Success and automated, data-driven PLG environments.
• Strong commercial mindset focused on revenue growth, retention, and expansion.
• Visionary approach to using AI tools to achieve scale without linear headcount growth.
• Experience in building and implementing CRM structures and dashboards.
• Ability to thrive in a fast-paced, scaling company environment.

Culture & Benefits

• Fully remote team structure allowing for global collaboration.
• Opportunity to shape the department from a blank page with focus on automation.
• Influence product development through direct feedback loops with the product team.
• Environment focused on rapid growth and strategic process building.