Director, Customer Success - Enterprise (AI)

Location: North American Enterprise CSM organization; the role may require up to 10% travel for onboarding, client or partner work, team meetings, and industry events.

Company

hirify.global develops technology that makes first-party data accessible and actionable for personalized ecommerce experiences.

What you will do

• Lead a regional Enterprise Customer Success organization of approximately 40–50 CSMs through 5–7 managers.
• Set the vision, objectives, execution plans, metrics, and accountability model for the Enterprise CSM function.
• Own the post-onboarding Enterprise customer experience, including retention, renewals, and cross-sell growth.
• Collaborate with Sales, Onboarding, Product, Marketing, Finance, and Technical Solutions Architects to improve customer outcomes.
• Act as an escalation point for managers and enterprise customers while building relationships with economic buyers and account champions.
• Use AI tools, prompt frameworks, and predictive signals to improve account strategy, renewal planning, and team workflows.

Requirements

• 10+ years of experience in Customer Success or related go-to-market leadership, including 5+ years managing people leaders.
• Experience scaling and leading a multi-layered Enterprise Customer Success organization with 40+ CSMs.
• Direct accountability for retention and cross-sell or upsell targets in a SaaS or subscription business.
• Strong cross-functional leadership, executive communication, data-driven decision-making, and enterprise escalation management skills.
• Experience hiring, coaching, and developing high-performing managers and teams.
• Practical experience using AI tools and a willingness to develop responsible AI-enabled workflows.

Culture & Benefits

• Inclusive culture centered on humility, open-mindedness, high integrity, and equal opportunity.
• Comprehensive health, welfare, and wellbeing benefits based on eligibility.
• Potential annual cash bonus, variable compensation for Customer Success roles, equity, and sign-on payments.
• Travel is coordinated in advance and may include team meetings, onboarding, client or partner work, and industry events.