Head Of Customer Success (SaaS)

TL;DR

Head of Customer Success (SaaS): Leading and rebuilding the CSM function into a high-context, commercially sharp, app-growth-oriented team with an accent on strategic account planning, scalable playbooks, and cross-functional collaboration. Focus on evolving the post-sales motion from individual heroic effort to a structured operating system that drives customer growth and hirify.global adoption.

Location: Remote (Americas and EMEA regions)

Salary: $216,000 + Equity

Company

hirify.global is the default monetization platform for mobile apps, processing over $12B in annual purchase volume and supporting developers ranging from solo indie creators to major companies like ChatGPT and Notion.

What you will do

• Define and implement the CSM operating system, including customer tiers, coverage models, and health signals.
• Manage, coach, and raise the bar for the CSM team to become growth generalists.
• Ensure top accounts have robust account strategies, stakeholder mapping, and clear expansion paths.
• Clarify handoffs between CSM, TAM, and Growth Advisory teams to ensure customers receive the right expertise.
• Turn recurring customer challenges into scalable assets like playbooks, templates, and documentation.
• Define and track metrics related to product adoption, account health, and renewal/expansion influence.

Requirements

• 8-12+ years of experience in Customer Success, Account Management, or Strategic Consulting in B2B SaaS or developer tooling.
• 4+ years of experience managing and scaling customer-facing teams.
• Strong technical fluency to operate effectively in a product-led, developer-facing environment.
• Proven ability to build customer segmentation, coverage models, and CS operating systems.
• Excellent written communication and experience thriving in a remote, async culture.
• Strong analytical judgment to prioritize team efforts based on data.

Culture & Benefits

• Competitive equity in a fast-growing, Series C startup.
• Fully remote and flexible work environment.
• 4-5 weeks of suggested time off annually for recharge.
• $2,000 USD workspace setup stipend and $1,000 USD annual learning budget.
• Values-driven culture emphasizing Customer Obsession, Always Be Shipping, and Balance.