Head of Customer Success (FinTech)

Location: Based in Illinois, United States; in-office collaboration is expected 10+ days per month

Annual base salary: $290,000–$340,000 USD for positions based in Illinois, excluding equity, bonuses, and commissions.

Company

hirify.global builds crypto and SaaS solutions for financial institutions, businesses, governments, developers, and finance teams.

What you will do

• Lead Customer Success, Customer Support, and Customer Education for a global enterprise customer base.
• Own gross revenue retention, renewals, pricing stewardship, account coverage, and commercial risk management.
• Build adoption frameworks, QBRs, executive business reviews, education programmes, and customer-led growth motions.
• Oversee support quality, SLAs, CSAT, NPS, time-to-resolution, and proactive identification of customer risks.
• Develop AI-powered tooling for health scoring, support deflection, workflow automation, customer communications, and in-product guidance.
• Build the Customer Reference Programme, customer advocacy initiatives, Voice of Customer programmes, and executive customer relationships.

Requirements

• 10+ years of progressive customer-facing leadership experience in B2B enterprise SaaS, including 3–5 years with executive-level ownership of post-sale revenue and retention.
• Proven success protecting gross revenue retention and managing complex enterprise renewals, ideally in a $50M–$200M ARR SaaS business.
• Experience building product adoption programmes and connecting feature engagement with commercial outcomes.
• Hands-on experience deploying AI and automation tools in Customer Success or Support organisations.
• Experience with enterprise or Fortune 500 customers and C-suite executive sponsorship across multiple geographies.
• Experience building globally distributed teams across time zones, cultures, and regulatory environments.

Nice to have

• Background in fintech, ERP, FP&A, treasury, or GRC SaaS.
• Experience in private equity- or venture-backed high-growth environments.
• Familiarity with leading Customer Success and CRM platforms.
• Working knowledge of LLM summarisation, predictive health scoring, AI-assisted communication, and in-product guidance.
• Multilingual capability or experience leading teams across English-, Spanish-, French-, and German-speaking markets.

Culture & Benefits

• Fast-paced startup environment with experienced industry leaders and a professional development budget.
• Flexible manager- and team-led in-office collaboration for moments that matter, with 10+ office days per month.
• Competitive salary, bonuses, equity, healthcare, retirement benefits, family support, and an employee giving match.
• R&R days, generous vacation, wellness reimbursement, parental leave, and family planning benefits.
• Team offsites, bonding activities, catered lunches, stocked kitchens, and regular company-wide meetings.