Customer Success Team Lead (SaaS)

TL;DR

Customer Success Team Lead (SaaS): Leading and coaching a team of Customer Success Managers in France and Spain with an accent on driving retention, expansion, and team development. Focus on building a strong CSM culture, aligning regional strategy with global goals, and leveraging AI to optimize customer engagement processes.

Location: Must be based in Paris or within a reasonable commute to the office

Company

hirify.global is a fast-growing human risk management provider that uses behavioural science and data-driven learning to empower organizations against cyber threats.

What you will do

• Lead, guide, and support a team of Customer Success Managers to drive performance and accountability.
• Communicate company vision and strategy while ensuring alignment across regional teams.
• Collaborate with Sales, Marketing, and Partner leadership to execute cohesive regional strategies.
• Identify knowledge gaps and process improvements to enhance team efficiency and tooling.
• Analyze data and market trends to develop actionable initiatives for the French and Spanish markets.
• Represent the voice of the customer internally to inform product and go-to-market strategies.

Requirements

• 5+ years of Customer Success experience in a B2B SaaS company.
• 2+ years of experience leading Customer Success teams.
• Fluent in English and French; Spanish or Italian fluency is a strong plus.
• Must be based in Paris or within a reasonable commute to the office.
• Strong track record in customer engagement, retention, and expansion.
• Ability to travel approximately 30% of the time for customer onsites and events.

Nice to have

• Interest in applying AI within Customer Success workflows.

Culture & Benefits

• Flexible working hours and 33 vacation days.
• Learning and Development allowance for professional growth.
• Access to wellbeing support and corporate discounts.
• Regular team events, local meet-ups, and an annual company off-site.
• Dog-friendly office environment.