Director, Customer Success (SaaS)

TL;DR

Director, Customer Success (SaaS): Leading the NEU and ROW Customer Success organization to drive retention and expansion for mid-market and enterprise customers with an accent on strategic leadership and operational excellence. Focus on scaling distributed teams, optimizing GRR/NRR targets, and aligning regional strategies with global objectives.

Location: Hybrid (Must be based in the London area and spend two days per week in the office)

Company

hirify.global is a B2B SaaS company providing brand management solutions to help organizations maintain a single source of truth for their brand.

What you will do

• Lead and develop the NEU and ROW Customer Success organization, managing team leads and 10-14 CSMs.
• Develop and execute regional expansion strategies for existing and emerging markets.
• Engage directly with customers at the executive level to provide strategic visibility and decisive action.
• Design and implement scalable CS strategies, processes, and playbooks for mid-market and enterprise portfolios.
• Partner with Sales, Partnerships, Product, and Marketing to align on customer lifecycle strategy.
• Utilize business data to drive improvements in customer retention, adoption, and satisfaction.

Requirements

• 10+ years of experience in Customer Success or Account Management within B2B SaaS.
• Proven experience managing managers and leading distributed teams of 10+ people.
• Must be able to work in a hybrid model, spending two days per week in the London office.
• Experience managing a book of business of at least $25M ARR with a track record of hitting GRR and NRR targets.
• Ability to operate at both strategic and hands-on levels, including direct management of key customer relationships.
• Fluent in English with strong executive-level communication skills.

Nice to have

• Previous experience supporting customers in the Middle East and APAC regions.
• Proficiency in Spanish or French.