Digital First Customer Success Director (SaaS)

TL;DR

Digital First Customer Success Director (SaaS): Leading the strategy and execution of scalable, AI-powered customer success for smaller ARR brands with an accent on automated lifecycle communications and proactive health monitoring. Focus on building high-volume playbooks, driving retention and growth, and acting as an internal thought leader to scale digital CS innovations across the organization.

Location: Must be based in or able to work from London, UK (Hybrid)

Company

hirify.global is a global leader in trademark and brand protection, providing AI-powered data and analytics to help businesses safeguard their assets in the digital environment.

What you will do

• Own retention and growth outcomes for the smaller ARR customer segment.
• Design and implement automated lifecycle communications across onboarding, adoption, and renewal stages.
• Lead and develop a team of CSMs to operate in a high-volume, data-driven environment.
• Partner with CS Ops to build and maintain automated workflows and feedback loops.
• Drive innovation in scalable CS by testing AI-augmented approaches and building portable playbooks.
• Collaborate with Product and Sales teams to ensure platform signals support proactive customer management.

Requirements

• Demonstrated experience running a digital or scaled CS function in a B2B SaaS or hybrid environment.
• Hands-on experience designing automated lifecycle communications using tools like Planhat, Gainsight, HubSpot, or Intercom.
• Data-driven operating style with the ability to prioritize team efforts based on health scores and usage signals.
• Strong team leadership skills with a focus on building commercial intent and consistency at scale.
• Curiosity about AI applications in CS and ability to move from concept to implementation.
• Exceptional stakeholder management skills and ability to earn trust with internal and customer teams.

Nice to have

• Experience in brand protection, IP, legal tech, or compliance-adjacent SaaS.
• Exposure to product-led growth (PLG) motions or in-app engagement strategies.
• Experience building scaled CS programs in PE-backed or transformation-stage businesses.
• Familiarity with AI-assisted tooling such as conversational AI or LLM-assisted communication.

Culture & Benefits

• Inclusive and diverse workplace committed to protecting consumers and brand trust.
• Opportunity to work with a global team of over 1,900 professionals.
• Impact-driven environment serving over 5,000 customers, including Fortune 100 companies.
• Focus on continuous improvement and innovation in a collaborative, mission-driven culture.