Director of Scaled Customer Success (SaaS)

TL;DR

Director of Scaled Customer Success (SaaS): Leading the global scaled customer success organization to drive adoption, renewal, and expansion for a large customer base with an accent on AI- and automation-enabled workflows. Focus on optimizing CS operating models, improving NRR/GRR, and aligning customer lifecycle strategies with product and sales.

Location: Hybrid (London Area). Must be comfortable spending two days per week in the London office.

Company

hirify.global is a brand management platform that connects brands and people with a human touch.

What you will do

• Provide strategic leadership for the global Scaled Customer Success organization supporting 600+ customers.
• Design and execute CS strategies to drive adoption, renewal confidence, and expansion aligned with revenue objectives.
• Own the evolution of AI- and automation-enabled workflows for onboarding, risk identification, and self-service.
• Drive operational excellence by improving playbooks, segmentation, and tooling to ensure scalable growth.
• Partner with Sales, Product, and Marketing to align customer lifecycle strategies.
• Utilize product and revenue data to optimize NRR, GRR, and overall CS efficiency.

Requirements

• 10+ years in Customer Success or Account Management within B2B SaaS.
• Experience leading a scaled book of business of $20M+ ARR.
• 5+ years of experience managing globally distributed organizations.
• Demonstrated success in driving strong GRR and NRR outcomes in growth segments.
• Ability to operate at both a strategic and hands-on level.
• Must be based in or able to work hybrid in London (2 days/week).

Nice to have

• Experience in the Martech industry.

Culture & Benefits

• Private health benefits, health cash plan, and 5% matched pension scheme.
• Minimum of 25 days annual leave plus paid educational and wellbeing days off.
• Wellbeing, learning and development, and commuter allowance.
• Home office setup budget and weekly free office lunch.
• Workation policy allowing work from inspiring locations worldwide for up to 45 days annually.

Hiring process

• Initial meeting with a Talent Partner to discuss experience and fit.
• Subsequent interviews as per company standard.