Director, Customer Success (SaaS)

TL;DR

Director, Customer Success (SaaS): Leading and scaling the EMEA Customer Success team to drive adoption and retention with an accent on customer journey strategies and value delivery. Focus on orchestrating cross-functional execution, implementing AI-driven automation, and developing high-performing talent.

Location: Must be permanently located in Romania or Poland

Company

hirify.global is the Data and AI Trust Company, specializing in data resilience and security posture management to enable safe AI at scale.

What you will do

• Build, lead, and scale a high-performing EMEA Customer Success team of engineers and specialists.
• Design and execute customer journey strategies to increase adoption, strengthen retention, and drive revenue growth.
• Orchestrate cross-functional execution with Sales, Product Management, and Customer Support to deliver a seamless experience.
• Establish and govern KPIs across customer health and business impact to improve decision-making.
• Deploy automation and AI-driven tools to streamline onboarding and scale proactive customer success motions.
• Recruit, mentor, and develop talent, fostering a culture of excellence and accountability.

Requirements

• 12+ years of progressive Customer Success leadership experience in technology or SaaS.
• 12+ years of proven experience building high-performing teams and translating strategy into business impact.
• Experience leading change management, automation, and technology-enabled process improvements.
• Demonstrated success owning customer adoption, health, risk mitigation, and renewal performance.
• Exceptional executive leadership, communication, and relationship-building skills.
• Must be permanently located in Romania or Poland.

Culture & Benefits

• 21 annual vacation days plus additional tenure-based days and global hirify.globale Days for self-care.
• Comprehensive private health, dental, and vision insurance for employees and dependents.
• Monthly lifestyle and daily meal benefits via Edenred and flexible cafeteria platform.
• Life insurance (2× annual gross salary), critical illness, and disability coverage.
• Free access to Bookster library and professional development via LinkedIn Learning and O’Reilly.
• Annual Global Day of Learning and 24 paid volunteer hours through hirify.global Cares.