Head of Customer Success (SaaS)

TL;DR

Head of Customer Success (SaaS): Overseeing customer success strategies across EMEA to drive adoption, retention, and expansion with an accent on team leadership and operational excellence. Focus on scaling CSM motions, building data-driven KPI/OKR systems, and managing high-value enterprise relationships.

Location: Hybrid in Dublin, Ireland (Required in-office on Mondays, Tuesdays, and Thursdays)

Company

hirify.global provides a connected workspace that integrates docs, notes, projects, and AI to help teams automate work and save time.

What you will do

• Develop and implement strategies to align the EMEA Customer Success organization with company goals for adoption, retention, and expansion.
• Lead and develop a team of CSMs across Scaled and Dedicated motions in the EMEA region.
• Partner with Sales, Solutions Engineering, and Professional Services to optimize the customer journey and ensure high-value delivery.
• Drive executive relationships with key customers and advocate for EMEA-specific needs to inform product improvements.
• Build and refine a consistent KPI/OKR system to enable data-driven decisions and monitor customer health.
• Manage a multi-million dollar book of business to drive best-in-class retention and expansion.

Requirements

• 8+ years of experience leading Customer Success or GTM functions within a fast-growing SaaS environment.
• Proven experience managing diverse customer segments, ranging from Commercial to Enterprise.
• Strong leadership skills with a track record of attracting and developing top talent.
• Analytical mindset capable of setting and monitoring organization-wide performance indicators.
• Operational rigor and systems thinking across the entire customer lifecycle.
• Must be based in or able to work from the Dublin office on designated Anchor Days.

Culture & Benefits

• Emphasis on in-person collaboration with a structured hybrid model (3 anchor days per week).
• Inclusive work environment promoting diversity and equal opportunity.
• Opportunity to work with cutting-edge AI tools to enhance productivity and results.
• High-growth environment within a globally recognized productivity platform.