VP, Customer Success

TL;DR

VP, Customer Success (Customer Success/Enterprise SaaS): Lead a worldwide Customer Success organization to increase software value realization, retention, adoption, and global business expansion with a focus on banking, payments, and strategic enterprise accounts. Focus on data-led execution using AI and metrics (GDR, NDR, NPS, health scores), scaling a regional CS leadership model across AMER/EMEA/APAC, and driving GTM expansion rigor with MEDDPICC.

Company

hirify.global provides a secure platform and network for companies to work with digital assets.

What you will do

• Deliver outcomes across renewals, churn reduction, adoption, NPS improvement, and renewals forecasting/operational excellence.
• Recruit, build, and lead a global Customer Success organization, including regional CS leaders and Customer Success Managers.
• Own the enterprise customer lifecycle from onboarding through adoption, expansion, and renewal for banking and payments accounts.
• Drive expansion opportunities for NDR by partnering with Sales and qualifying economic buyers using MEDDPICC.
• Run scalable CS operating models using playbooks, engagement models, automation, and customer health metrics.
• Act as the voice of the customer by building feedback loops, remediating issues, and partnering with Product and Engineering.

Requirements

• 10+ years in the B2B technology industry, including 6+ years leading customer-facing organizations at scale.
• Experience running Customer Success for SaaS businesses with total revenues exceeding $100MM.
• Proven enterprise/strategic account experience, ideally in banking, payments, financial services, or other regulated, technically complex industries.
• Analytical, process-oriented mindset with data-driven execution; competence with AI tools and models.
• Technical fluency to be credible with sophisticated products and technical buyers.
• Ability to travel up to 30%.

Culture & Benefits

• Data-driven, high-accountability Customer Success operating model using AI and automation.
• Competitive compensation for New York City remote/NYC HQ hires, with base salary range of $250,000–$300,000.
• Total compensation may include target bonus, equity grants, and generous benefits.
• Opportunity to build and scale a worldwide CS organization across AMER, EMEA, and APAC.

Hiring process

• Executive-level evaluation focused on customer success outcomes, operating model design, and scaling leadership.
• Assessment of technical credibility, data/AI-driven execution, and GTM expansion rigor.