TL;DR

Head of Customer Success: Leading a team of Customer Success Managers to drive product adoption, retention, and expansion for a B2B SaaS scheduling platform with an accent on post-sale lifecycle management and strategic account planning. Focus on developing high-performing talent, leveraging data for customer health insights, and fostering trusted partnerships with stakeholders.

Location: London, UK (Hybrid with flexible remote work options)

Company

%hirify_global%, acquired by Xero in 2021, is a software company providing scheduling solutions that improve work-life balance for shift workers globally.

What you will do

Lead and develop a high-performing team of Customer Success Managers to drive business outcomes.
Own the post-sale customer lifecycle, ensuring predictability in retention, expansion, and long-term value.
Set high standards for account strategy, customer engagement, and result-oriented execution.
Use data and customer insights to identify risks, patterns, and growth opportunities within the customer base.
Partner with Sales, Product, and Revenue Operations to improve systems, playbooks, and operating models.
Engage directly with strategic customers and senior stakeholders to build strong, trusted partnerships.

Requirements

5+ years of experience in Customer Success, Account Management, or related roles in a B2B SaaS environment.
Proven track record in leading or mentoring teams and developing talent.
Strong understanding of the end-to-end SaaS customer lifecycle.
Experience navigating complex, multi-stakeholder environments.
Commercial awareness with the ability to connect product capabilities to customer outcomes.
Proficiency in using a modern CS tech stack for workflows and customer health visibility.

Culture & Benefits

Comprehensive benefits including pension, health insurance, and inclusive parental support.
Participation in an Employee Share Plan.
Commitment to work-life balance with flexible remote work policies.
Strong social culture with regular team and company-wide activities.
Clear pathways for professional growth and progression.

Head Of Customer Success