Vice President Customer Success (SaaS)

TL;DR

Vice President Customer Success (SaaS): Leading and scaling global Customer Success teams across the Americas, Japan, and APAC to drive customer retention and expansion with an accent on executive relationship management and product adoption. Focus on improving customer lifetime value, optimizing CS processes, and mentoring Director-level leadership to achieve key performance indicators.

Company

hirify.global is a visual workspace for innovation that enables distributed teams to collaborate and build products via an infinite canvas.

What you will do

• Build, coach, and lead CSM teams across the Americas and Japan/APAC regions.
• Partner with sales and professional services to improve customer lifetime value (CLV), product adoption, and retention.
• Manage team performance to hit KPIs and maintain high standards of account hygiene and health.
• Personally establish and manage executive relationships with the largest enterprise customers (10K+ employees).
• Collaborate with the CS leadership team to formulate key strategic decisions for the organization.
• Drive an inclusive and engaged culture by demonstrating company behaviors and values.

Requirements

• 10+ years of experience in Strategic or Enterprise Customer Success or Account Management leadership.
• 7+ years of experience leading teams within high-growth B2B SaaS companies.
• Proven experience leading Director-level leaders.
• Deep knowledge of Customer Success norms, processes, and KPIs.
• Experience integrating Digital CS and Marketing to drive scale and using professional services to accelerate time to value.
• Solid understanding of AI, Enterprise SaaS applications, and collaboration technology.

Culture & Benefits

• Equity package and comprehensive wellbeing benefits.
• WFH equipment allowance to support a productive home environment.
• Annual Learning & Development stipend for professional growth.
• Diverse and supportive global team culture focused on innovation and humility.