Head Of Customer Success (Enterprise Software)

TL;DR

Head Of Customer Success (Enterprise Software): Lead and develop a customer-facing technical team across EMEA to drive customer growth, retention, and success through high-quality implementation, technical consulting, and support. With an accent on managing complex escalations, cross-functional collaboration, and adapting global processes for regional needs. Focus on operational excellence, strategic insights, and scaling the team to meet business goals.

Location: Hybrid work location across EMEA with employment in the US and UK

Company

hirify.global builds an enterprise AppGen platform that transforms natural language into production-ready code, integrating with business data and ensuring security and governance.

What you will do

• Lead, coach, and develop a team of customer-facing technical professionals across EMEA, including Services, Customer Success, Sales Engineering, and Support Engineering teams
• Drive analytics and actions on customer retention and growth, including churn forecasting and strategic planning
• Own scoping, planning, and delivery of Professional Services engagements and ensure Statements of Work meet customer expectations
• Partner with Sales and lead Sales Engineering during pre-sales to align on business value and implementation strategy
• Act as primary escalation point for complex customer challenges in EMEA
• Drive cross-functional collaboration and adapt global programs to regional customer needs

Requirements

• 7+ years experience in customer-facing technical roles such as Professional Services, Solutions Architecture, Technical Consulting, or Customer Success
• 3+ years people management experience with responsibility for team performance and delivery
• Experience managing Statements of Work, implementation projects, and customer delivery programs
• Strong understanding of enterprise software implementations and services delivery best practices
• Proven ability to manage complex customer escalations and partner with Sales organizations
• Experience working across multiple countries and cultures within EMEA

Culture & Benefits

• Generous benefits for all employees
• Hybrid work location
• Focus on operational excellence and continuous improvement