Director of Scaled Customer Success, Global (B2B SaaS)

Location: London Area; hybrid, with two days per week in the London office

Company

hirify.global provides a product that connects brands and people through a human-centered brand management experience.

What you will do

• Lead the global Scaled Customer Success organization supporting approximately 600 customers with $1K–$20K ACV.
• Design and execute strategies that improve adoption, renewal confidence, expansion, GRR, and NRR.
• Optimize AI- and automation-enabled workflows for onboarding, proactive engagement, risk identification, customer insights, and self-service.
• Improve processes, playbooks, segmentation, and tooling to support scalable customer success without linear headcount growth.
• Partner with Sales, Product, Marketing, Partnerships, and Revenue Operations on customer lifecycle strategy and go-to-market priorities.
• Represent scaled-customer insights internally and foster a solutions-focused culture of accountability, experimentation, and continuous improvement.

Requirements

• 10+ years of experience in Customer Success, Account Management, or a similar customer-facing leadership role within B2B SaaS.
• Experience leading a scaled book of business of $20M+ ARR; exposure to $35M–$50M+ environments is preferred.
• Demonstrated success driving strong GRR and NRR outcomes in growth segments using scale- and automation-focused playbooks.
• 5+ years managing teams and leading globally distributed organizations.
• Experience building CS operating models with automation and technology, and making decisions based on customer, product, and commercial data.
• Clear communication skills, senior stakeholder experience, and a collaborative leadership style.

Nice to have

• Experience in Martech.
• Exposure to $35M–$50M+ ARR environments.

Culture & Benefits

• Private health benefits and a health cash plan.
• 5% matched pension scheme and a minimum of 25 days of annual leave.
• Paid educational and wellbeing days, plus wellbeing, learning and development, and commuter allowances.
• Home office setup budget and weekly free office lunch.
• Workation for up to 45 days annually, localized benefits, and an annual company meet-up.
• Inclusive, authentic, and collaborative working environment with flexibility and opportunities for professional growth.

Hiring process

• Initial discussion with a Talent Partner about experience and role fit.
• Preliminary checks may be conducted for successful candidates in line with local laws.