VP of Customer Success

TL;DR

VP of Customer Success (B2B SaaS/AI): Lead and scale global post-sales customer success to drive retention, expansion, and forecasting accuracy with an accent on GRR/NRR ownership, account health systems, and building segment-specific success motions. Focus on scaling a 3rd-line CS leadership structure across Americas, EMEA, and APJC while deploying AI-forward workflows to improve team productivity and customer outcomes.

Location: Based in San Francisco or New York City with willingness to travel across Americas, EMEA, and APJC

Salary: $250K – $300K + equity + commission

Company

hirify.global builds an AI incident response platform that reduces incident response time and improves reliability.

What you will do

• Own global GRR and NRR across Commercial, Mid-Market, and Enterprise segments and geographies, driving retention, expansion, and forecasting accuracy.
• Architect the full customer success motion, including segment-specific coverage models, capacity plans, playbooks, and tooling.
• Build and run an account health system with leading indicators, actionable signals, and reporting to keep GTM informed and ahead of risk.
• Lead, coach, and develop a global CS team as a 3rd-line leader managing first- and second-line managers across multiple geos.
• Be hands-on with strategic customers when it matters, leading from the front with a technically demanding buyer base.
• Deploy AI-forward workflows by integrating AI and automation into CS tooling (e.g., health scoring and productivity/scale tooling).

Requirements

• Based in San Francisco or New York City, with willingness to travel across Americas, EMEA, and APJC.
• 3rd-line (or higher) customer success leadership experience at a high-growth B2B software company.
• Proven track record scaling a global CS function across Americas, EMEA, and APJC across multiple customer segments.
• Deep experience running post-sales motions for technical buyer personas in CTO and/or CIO organizations.
• Strong command of account health scoring, leading indicators, and churn/contraction forecasting.
• Track record delivering best-in-class GRR and NRR at scale (hundreds of millions of ARR under management).

Culture & Benefits

• Private medical insurance.
• Competitive annual leave and first Friday of every month off.
• Enhanced pension and meaningful equity.
• Unlimited AI spend and generous parental leave.
• Setup and personal development budgets (£1000 setup, £500/year learning).