Head of Customer Success (SaaS)

TL;DR

Head of Customer Success (SaaS): Designing and scaling the customer success operating model for a regulatory compliance platform with an accent on segmentation, tiering, and commercial outcomes. Focus on building high-performing CS teams, driving NRR and expansion, and integrating AI-native workflows into the team's operating layer.

Location: Hybrid (Munich or Madrid)

Company

hirify.global provides SaaS solutions for sustainability and supply-chain transparency, helping European companies manage regulatory compliance.

What you will do

• Build and lead segment-focused CS teams across Munich and Madrid hubs.
• Own commercial outcomes, specifically retention, expansion, and NRR.
• Design the CS operating model, including segmentation, tiering, and team structure.
• Develop playbooks and lifecycle automation to reduce dependency on Professional Services.
• Bridge the gap between product and commercial strategies to align product vision with market needs.
• Lead and mentor a team of 12 CSMs and 6 interns.

Requirements

• 8–12+ years of experience in Customer Success or SaaS leadership.
• Proven track record of building CS operating models from a fragmented starting point.
• Experience leading teams of 10+ individuals.
• AI tooling integrated into daily professional workflow.
• Strong commercial literacy in renewal forecasting and retention math.
• Comfortable operating across Munich, Madrid, and Mannheim.

Culture & Benefits

• Real ownership in a category-forming European SaaS unicorn.
• AI-native operating model with a dedicated budget and mandate to innovate.
• Direct exposure to senior leadership and customer C-suites.
• Collaborative environment with high-caliber talent and low politics.
• Hybrid work setup with primary hubs in Munich and Madrid.