Head of Customer Success (SaaS)

TL;DR

Head of Customer Success (SaaS): Leading the LATAM Customer Success organization to drive retention, expansion, and long-term value realization for a facilities management platform with an accent on NRR and GRR growth. Focus on building scalable value delivery frameworks and aligning regional execution with global playbooks.

Location: Hybrid in Florianópolis, Brazil

Company

hirify.global is a global SaaS company providing a collaborative platform designed to unify and transform facilities management operations.

What you will do

• Lead and develop the LATAM Customer Success organization, ensuring adherence to global methodologies and operational standards.
• Own regional retention, renewal, and expansion performance to drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets.
• Build scalable frameworks for value delivery and quantify business impact for customers.
• Partner with Sales, Implementation, and Product teams to optimize the customer journey from acquisition through expansion.
• Establish KPIs and customer health frameworks to improve operational rigor and reporting.

Requirements

• Solid experience in Customer Success, Account Management, or Revenue leadership within a SaaS environment.
• Proven track record of owning and achieving retention, renewal, and expansion targets.
• Experience managing post-sales teams and operating within a revenue-driven organization.
• Fluent in English and Portuguese.
• Ability to balance customer advocacy with commercial outcomes.

Nice to have

• Engineering background.
• Spanish language proficiency.
• Knowledge of HubSpot and Planhat.

Culture & Benefits

• Flexible working hours and remote-friendly culture.
• Modern workspace located in central Florianópolis.
• Startup environment with high autonomy, responsibility, and ownership.
• Regular events focused on knowledge sharing and team engagement.