Senior Customer Success Representative

TL;DR

Senior Customer Success Representative (SaaS/Identity): Managing the end-to-end onboarding process for enterprise and standard customers with an accent on technical guidance, issue resolution, and cross-functional collaboration. Focus on optimizing customer journeys, mentoring junior staff, and ensuring high-quality service delivery within a security-focused environment.

Location: Must be based in The Hague, Netherlands

Company

hirify.global is a technology company specializing in digital identity and security solutions.

What you will do

• Own and coordinate the onboarding process for new and enterprise customers from contract handover to adoption.
• Act as the primary point of contact for customers, guiding them through setup, verification, and initial usage.
• Handle complex customer enquiries and resolve escalated cases in collaboration with internal teams.
• Monitor customer health indicators and proactively identify risks or adoption challenges.
• Mentor junior team members and contribute to the continuous improvement of onboarding processes and documentation.
• Maintain accurate records of interactions and milestones within CRM and ticketing systems.

Requirements

• Must be based in The Hague, Netherlands.
• Vocational or university of applied sciences (HBO) level of thinking and working.
• Several years of experience in Customer Success or Support, preferably in a SaaS or security environment.
• Proven experience managing complex customer onboarding journeys.
• English: C1+ required.
• Dutch: C1+ required.

Culture & Benefits

• Opportunity to work in a specialized identity and security technology environment.
• Collaborative culture working closely with Sales, Product, and Engineering teams.
• Focus on professional growth through mentoring and process improvement initiatives.