Senior Customer Success Representative (SaaS)

TL;DR

Senior Customer Success Representative (SaaS): Ensuring customer satisfaction and successful onboarding for identity solutions with an accent on enterprise customer adoption and process optimization. Focus on guiding clients through verification flows, resolving complex cases, and mentoring junior agents.

Location: Based in The Hague, Netherlands

Company

hirify.global provides identity and security solutions designed to streamline customer verification and onboarding processes.

What you will do

• Manage the end-to-end onboarding process for new and enterprise customers, ensuring a structured handover from Sales.
• Act as the primary point of contact during setup, guiding customers through verification flows and initial product usage.
• Provide professional high-quality support via phone, email, and chat for both standard and complex enquiries.
• Own escalated customer cases and coordinate resolutions with Product, Engineering, and Operations teams.
• Monitor customer health indicators to proactively identify and mitigate adoption risks or delays.
• Mentor junior Customer Success Agents and contribute to the improvement of internal documentation and service standards.

Requirements

• Must be based in The Hague, Netherlands.
• Several years of experience in Customer Success or Support, preferably in a SaaS or identity/security environment.
• Proven experience managing complex customer onboarding journeys and enterprise clients.
• Excellent written and verbal communication skills in both English and Dutch.
• Experience working with CRM and ticketing systems.
• Vocational or university of applied sciences (HBO) level of thinking and working.