Director of Customer Success (SaaS)

TL;DR

Director of Customer Success (SaaS): Leading an international Customer Success organization to drive customer adoption, value realization, and retention across Europe with an accent on scalable growth engines and data-driven operational excellence. Focus on transforming CS into a growth engine, optimizing the customer lifecycle, and aligning cross-functional GTM strategies.

Location: Hybrid (min. 3 days onsite in Copenhagen, Stockholm, Oslo, or Utrecht). Must be based in or have existing work authorization for the country of location; no relocation support provided.

Company

hirify.global is a technology company on a mission to revolutionize public procurement, making it accessible and effortless for buyers and suppliers.

What you will do

• Drive the end-to-end Customer Success strategy, including onboarding, adoption, retention, renewals, and expansion.
• Lead and scale an international team of approximately 30 Customer Success Managers.
• Collaborate with Sales, Product, RevOps, and Marketing to ensure a unified go-to-market approach.
• Develop success metrics and dashboards for NPS, retention, and value realization.
• Translate customer insights into actionable feedback to influence the product roadmap.
• Act as a senior customer advocate and executive sponsor for key strategic accounts.

Requirements

• 6+ years of experience in Customer Success or commercial leadership roles within SaaS or tech environments.
• Proven track record of building and leading high-performing, multi-market teams.
• Strong commercial acumen and deep understanding of SaaS customer lifecycles.
• Analytical mindset with experience using data for strategy and forecasting.
• Fluent English proficiency.
• Existing work authorization for Denmark, Sweden, Norway, or the Netherlands.

Nice to have

• Understanding of the public procurement sector.
• Fluency in one or more Nordic languages.

Culture & Benefits

• Hybrid work model supporting work-life balance.
• Health and insurance plans (varying by country/office).
• Pension plans and paid parental leave.
• Dynamic international environment built on trust and collaboration.
• Regular social events and competitive salary packages.