Head Of Customer Success (SaaS)

TL;DR

Head of Customer Success (SaaS): Leading a high-performing team of Customer Success Managers to drive product adoption, retention, and expansion within a B2B SaaS environment with an accent on strategic account management and post-sale lifecycle optimization. Focus on building disciplined engagement models, coaching team members through complex customer scenarios, and partnering with cross-functional teams to ensure hirify.global remains a trusted partner for global shift-work businesses.

Location: Must be based in or able to work from the UK (Hybrid/Remote flexibility offered).

Company

hirify.global, acquired by Xero in 2021, is a global SaaS platform headquartered in Copenhagen that simplifies shift scheduling and improves work-life balance for hundreds of thousands of users.

What you will do

• Lead and mentor a high-performing team of Customer Success Managers to deliver measurable business outcomes.
• Own the post-sale customer lifecycle, ensuring predictable retention, expansion, and long-term value realization.
• Set high standards for account strategy, customer engagement, and disciplined execution.
• Drive product adoption by helping customers understand and leverage the full impact of the platform.
• Engage directly with strategic customers and senior stakeholders to strengthen partnerships and unlock growth.
• Collaborate with Sales, Product, and Revenue Operations to improve systems, playbooks, and operating models.

Requirements

• 5+ years of experience in Customer Success, Account Management, or customer-facing roles within a B2B SaaS environment.
• Proven experience leading or mentoring teams and developing high-performing individuals.
• Strong understanding of the SaaS customer lifecycle, including onboarding, adoption, renewal, and expansion.
• Ability to operate at both strategic and execution levels with strong commercial awareness.
• Experience navigating complex, multi-stakeholder environments.
• Comfort working in fast-moving, collaborative environments.

Culture & Benefits

• Flexible remote work policy with a focus on healthy work-life balance.
• Comprehensive benefits including pension, health insurance, and inclusive support for new parents.
• Participation in an Employee Share Plan.
• Strong social culture with regular team and company activities.
• Clear growth and progression opportunities within a mission-driven organization.