VP of Customer Success

TL;DR

VP of Customer Success (Customer Success): Define and scale hirify.global’s Customer Success function across enterprise banking and fintech customers, owning the end-to-end customer lifecycle with an accent on renewals, expansion, and measurable value realization. Focus on building scalable CS operations (health scoring, QBRs, governance) and leading executive relationships in complex, regulated, high-growth markets.

Company

hirify.global is a B2B SaaS company providing cloud-based core banking systems for neo-banks, digital banks, fintechs, and traditional banks.

Location

Location: Based in Singapore, the Philippines, or Indonesia (relocation assistance is not offered).

What you will do

• Lead and coach a team of Customer Success Managers across multiple geographies, aligning Customer Success with company strategy.
• Drive customer value realization and full adoption of hirify.global’s core banking platform, ensuring measurable ROI.
• Own renewals, expansion, and revenue protection; forecast renewals and identify upsell/cross-sell opportunities with Sales.
• Manage executive relationships with C-level stakeholders and act as the senior escalation point for complex customer, commercial, or regulatory issues.
• Translate customer feedback into actionable inputs for Product, Delivery, and Support to deliver a consistent enterprise experience.
• Design and implement scalable CS operations, including health scoring and risk management, QBR frameworks, and escalation/governance models.

Requirements

• Extensive experience leading Customer Success in enterprise B2B software environments.
• Experience managing and scaling a lean CS team, including in hybrid (remote and in-person) environments.
• Proven ownership of enterprise accounts with annual contract values in the range of €250k–€1M+.
• Strong commercial acumen with hands-on experience in renewals, expansion, and revenue protection.
• Comfort working in a company of approximately 50–250 employees with ambiguity and limited resources.
• Must be based in Singapore, the Philippines, or Indonesia; relocation assistance is not offered.

Nice to have

• Banking, fintech, or financial infrastructure experience.
• Exposure to core banking platforms or regulated financial services environments.
• Experience working in emerging markets or dynamic regulatory landscapes.

Culture & Benefits

• Remote role supporting Customer Success leadership across multiple geographies.
• Merit-first, performance-driven environment with recognition of individual impact.
• Opportunity to define and scale a Customer Success function for a growing enterprise portfolio.
• Work in a multinational team focused on real impact in fast-moving financial markets.

Hiring process

• Application review followed by interviews to assess leadership, commercial ownership, and enterprise Customer Success experience.
• Discussion of fit for scaling CS practices in regulated, high-growth markets.