Teamlead Customer Success Management (SaaS)

TL;DR

Teamlead Customer Success Management (SaaS): Leading and developing a team of Customer Success Managers to drive customer outcomes and retention with an accent on scalable process improvement and KPI tracking. Focus on coaching team members to be strategic advisors, optimizing customer health metrics, and collaborating with cross-functional teams to enhance the user experience.

Location: Hybrid (Location not specified)

Company

hirify.global provides an all-in-one SaaS platform that helps hospitality businesses, such as hotels and campsites, automate processes and manage reservations.

What you will do

• Lead, coach, and develop a team of Customer Success Managers to foster a high-performance culture.
• Monitor customer health, retention, and satisfaction metrics while defining and improving KPIs.
• Identify process inefficiencies and implement scalable improvements and playbooks.
• Manage and support complex customer escalations when required.
• Collaborate with Product, Sales, and Marketing teams to translate customer feedback into actionable recommendations.
• Contribute to the long-term strategy and growth of the Customer Success function.

Requirements

• At least 3 years of experience in a leadership role within a SaaS, technology, or hospitality-related business.
• Proven experience leading customer-facing teams such as Customer Success, Account Management, or Support.
• Strong analytical skills and the ability to use data to drive decision-making and track KPIs.
• Track record of improving operational processes and driving excellence.
• Excellent communication and stakeholder management skills.
• Higher education qualification or equivalent professional experience.

Culture & Benefits

• Competitive salary with annual reviews and a 10% increase after the first year.
• Hybrid working opportunities.
• 25 days of annual leave.
• Access to internal training, a Learning Management System (LMS), and ongoing development.
• Opportunity to play a key role in scaling an international SaaS company.

Hiring process

• Application submission followed by an initial review.
• First interview to discuss the role and the team.
• Second interview focused on leadership experience and vision for building high-performing teams.
• Final offer.