Head of Customer Success

TL;DR

Head of Customer Success (SaaS): Managing and scaling the customer success team for a workforce and workflow intelligence platform with an accent on customer lifecycle design and team performance. Focus on building the CS department from the ground up, managing CSMs, and overseeing the transition from pilot to expansion.

Location: Must be based in the USA or Canada

Company

hirify.global is a workforce and workflow intelligence platform that helps teams understand and improve how work gets done.

What you will do

• Manage and lead the existing Customer Success Managers (CSMs).
• Build the CS team through interviewing, hiring, and onboarding.
• Design and own the full customer lifecycle from pilot through expansion.
• Establish and monitor 30/60/90 day performance standards for the team.
• Act as the founder's single point of contact for all Customer Success operations.

Requirements

• Previous experience as VP of CS or Head of CS at VC-backed B2B startups.
• Significant experience selling to mid-market and enterprise buyers.
• Proven track record of hiring, managing, and setting performance standards for CS teams.
• Must be based in the USA or Canada.

Nice to have

• Experience with data-heavy or highly technical enterprise products.
• Experience building out a founding CS team.

Culture & Benefits

• High ownership over the CS function in an early-stage company.
• Direct partnership and collaboration with the Founder.
• Flexible, remote, fractional setup.
• Environment characterized by high trust and high expectations.