Head of Customer Analytics (SaaS)

Location: London, UK — hybrid, typically 2 days per week in the office

Company

hirify.global works in the international higher education sector, helping motivated people access opportunities that support their potential.

What you will do

• Lead the global customer analytics framework across the customer lifecycle, including cohort, segmentation, behavioural, adoption, and churn-risk analysis.
• Own the CX KPI framework covering CSAT, NPS, retention, churn, adoption, and engagement, and deliver executive-ready dashboards and performance reporting.
• Govern customer data across CRM, product, finance, and CX platforms, maintaining accurate subscription, entitlement, access-rights, and lifecycle information.
• Oversee customer account provisioning and ensure product-platform configurations align with commercial agreements.
• Manage the CX technology ecosystem, including ticketing, knowledge bases, AI chatbots, outbound communications, customer portals, and CRM integrations.
• Lead and develop the global Customer Analytics Group while partnering with CX, Sales Operations, Product, Technology, and Finance.

Requirements

• Significant experience in customer analytics, CX operations, revenue operations, or customer insights, ideally in a B2B subscription or SaaS environment.
• Experience partnering with Customer Success and Customer Experience teams on retention, adoption, onboarding, lifecycle management, and customer health.
• Experience developing customer health frameworks, retention metrics, adoption analytics, renewal-risk indicators, lifecycle reporting, and executive dashboards.
• Experience leading teams in a global or multi-region environment and working with subscription business models.
• Hands-on experience with CRM systems, CX platforms, ticketing tools, customer engagement technologies, and multi-system data integrations.
• Strong analytical, stakeholder-management, communication, business intelligence, data governance, and process-automation skills.

Culture & Benefits

• Hybrid working model with flexibility between home and the London office.
• Flexible environment supporting personal and professional development.
• Gold-accredited Investors in People organisation with a focus on collaboration, respect, and mutual support.
• Opportunity to contribute to change in the international higher education landscape.
• Inclusive environment that values diversity and shared learning.