Customer Success Leader (EMEA/APAC)

TL;DR

Customer Success Leader (EMEA/APAC): Own and execute regional customer success strategy across EMEA and/or APAC, driving onboarding, adoption, value realization, renewals, and executive engagement with an accent on measurable retention and net revenue retention (NRR) outcomes. Focus on building and scaling a high-performance customer success organization while leading executive business reviews and guiding customers’ API and AI transformation to remove adoption barriers.

Location: London, UK

Company

hirify.global is an API platform used by developers and organizations to simplify the API lifecycle and collaboration.

What you will do

• Define and execute the Customer Success strategy across EMEA and/or APAC, aligned with global growth objectives.
• Develop scalable engagement models (onboarding, adoption, value realization, renewal, expansion, and executive engagement) and standardize success planning and health measurement.
• Build, lead, and develop a regional Customer Success organization, including hiring, coaching, career paths, and succession planning.
• Drive customer outcomes and value realization by owning regional performance for customer health, retention, gross retention, and NRR.
• Serve as executive sponsor for strategic customers and lead executive business reviews focused on adoption and business outcomes.
• Partner cross-functionally (Sales, Solutions Engineering, Product, Support, Marketing, Services) to remove adoption barriers and influence roadmap decisions.

Requirements

• Bachelor’s degree required; MBA or advanced degree preferred.
• 15+ years of experience in Customer Success, Enterprise SaaS, Consulting, Platform Engineering, Developer Tools, or Technology Services.
• 7+ years of leadership experience managing regional or global customer-facing organizations.
• Proven success leading large-scale Customer Success functions in high-growth SaaS companies.
• Strong understanding of developer platforms, APIs, cloud technologies, and enterprise software adoption; experience driving retention, expansion, and executive-level engagement.
• Ability to work effectively across Sales, Product, Engineering, and Support organizations.

Culture & Benefits

• Pay-on-performance philosophy and flexible schedule.
• Comprehensive benefits including full medical coverage, flexible PTO, wellness reimbursement, and a monthly lunch stipend.
• In-office collaboration: 5 days a week for roles based in hubs including London; Bangalore roles currently work 3 days a week and transition to 5 days by year-end.
• Wellness programs and frequent team-building events, plus donation matching.

Hiring process

• Interviews focused on customer success strategy, leadership experience, and executive stakeholder management.
• Evaluation of ability to drive retention/NRR and translate technical adoption into measurable business outcomes.
• Cross-functional discussion to assess collaboration with Sales, Product, Engineering, and Support.