Head Of Customer Success (Travel Software)

TL;DR

Head of Customer Success (Travel Software): Leading end-to-end customer delivery outcomes for the iVector platform with an accent on implementation methodology, cross-functional process design, and NPS improvement. Focus on driving delivery commitments across product and engineering teams to ensure consistent, high-quality customer experiences.

Location: Must be based in or able to commute to Croydon, UK (Hybrid: 2 days per week in office).

Company

hirify.global is a global acquirer and builder of specialized software businesses, dedicated to modernizing companies through operational discipline and shared expertise.

What you will do

• Own end-to-end customer delivery outcomes for new and existing clients.
• Define and implement a standardized methodology for customer implementations.
• Coordinate cross-functional resources across Dev, Product, and Support to ensure delivery commitments are met.
• Design and operationalize processes for change requests and incident management.
• Represent customer outcomes at the leadership level and drive corrective actions.
• Partner with Account Management to align on commercial priorities and project scope.

Requirements

• Must be based in or able to commute to Croydon, UK.
• Proven experience building and leading a customer delivery or success function in a software environment.
• Strong ability to drive outcomes through process design and cross-functional influence rather than direct hierarchical authority.
• Experience managing complex implementations and steering customer expectations.
• Ability to hold internal teams accountable for delivery commitments and escalate when necessary.
• Excellent communication skills for both internal leadership and external customer-facing interactions.

Culture & Benefits

• Hybrid working environment with 2 days per week in the office.
• 25 days annual leave (rising to 27) plus bank holidays.
• Private medical insurance including mental health support and physiotherapy.
• Company pension scheme and access to Perkbox discounts.
• On-site gym, cafe, and daily fresh fruit.
• Training resources and professional development support.