VP Customer Success

Location: London, UK; office attendance required on Monday, Tuesday, and Thursday each week

Company

hirify.global is a data company delivering insights into global audiences and consumer behavior.

What you will do

• Lead retention and expansion strategy across Enterprise, Majors, and Mid-Market customer segments.
• Own gross and net revenue retention targets, expansion revenue, health scores, forecasting, and reporting in partnership with the CRO.
• Lead the Senior Directors of Customer Success for each segment and develop the wider Customer Success organization.
• Optimize the customer lifecycle through onboarding, user communities, and high-impact customer programs.
• Act as the senior escalation point and trusted advisor for the highest-value enterprise clients.
• Partner with Product, Marketing, and RevOps to incorporate customer feedback and renewal signals into roadmap, packaging, and go-to-market decisions.

Requirements

• Significant progressive leadership experience in Customer Success or Account Management.
• Proven ownership of renewals and expansion across a segmented book of business.
• Experience designing differentiated coverage models for high-touch enterprise accounts and higher-volume mid-market portfolios.
• Strong ability to forecast and report retention, expansion revenue, and customer health metrics.
• Experience hiring, coaching, retaining, and developing Customer Success Managers and leaders.
• Executive presence with senior customer stakeholders, the CRO, and the executive team.

Culture & Benefits

• 25 days of annual leave plus office closures over the holidays.
• Health cash plan, enhanced family benefits, carer days, and mental health support.
• Competitive salary, 4% pension matching, and recognition programs.
• Flexitime, early Friday finishes, hybrid and remote options, and a work-from-home budget.
• Accredited learning, leadership development, and global career mobility.
• DE&I initiatives, volunteering opportunities, donation matching, and payroll giving.