Head of Customer Success (SaaS)

TL;DR

Head of Customer Success (SaaS): Leading the CSM team to maximize customer satisfaction, retention, and value for an EV charging SaaS platform with an accent on proactive engagement and client advocacy. Focus on developing customer engagement strategies, mentoring CSMs, and optimizing operational efficiency to drive product adoption.

Location: Hybrid in Amsterdam, Netherlands. Visa sponsorship and relocation compensation are provided.

Company

hirify.global provides a cloud-based charge point management SaaS solution to facilitate the transition to sustainable electric mobility.

What you will do

• Develop and implement proactive customer engagement strategies to drive product adoption and value realization.
• Act as the voice of the customer internally, collaborating cross-functionally to address pain points and growth opportunities.
• Mentor and coach the CSM team, fostering a culture of continuous improvement and professional growth.
• Define and track team KPIs, set clear goals, and ensure business objectives are met.
• Optimize Customer Success processes, tools, and stakeholder collaboration for maximum efficiency.
• Contribute to upselling and cross-selling strategies to expand solutions within existing accounts.

Requirements

• Minimum 7+ years of experience in Customer Success within a SaaS or technology environment.
• 5+ years of demonstrated success in team leadership.
• Data-driven approach to problem-solving with the ability to translate customer insights into action plans.
• Proficiency with CRM software such as Salesforce or HubSpot.
• Experience with project management methodologies like Agile, Scrum, or Kanban.
• Fluency in English is required; additional European languages are considered a plus.

Nice to have

• Knowledge of eMobility, EV charging stations, and smart charging technologies.
• Familiarity with OCPI and OCPP protocols.
• Awareness of European industry regulations and GDPR.

Culture & Benefits

• Dynamic, innovative, and informal organization with a fast-paced environment.
• International and inclusive team culture.
• Visa sponsorship and relocation compensation for expats.
• Hybrid working culture with access to a modern office with full amenities.