Director, Customer Success (AI)

Location: Remote from Germany, Berlin

Company

hirify.global Cognigy provides an enterprise AI-first customer experience platform combining generative and conversational AI, orchestration, tools, and enterprise systems.

What you will do

• Lead, coach, and develop approximately 26 Customer Success Managers across Australia, the US, UK, Germany, and EMEA.
• Set the global Customer Success strategy, operating model, methodology, governance, tooling, and performance standards.
• Build consistent frameworks for onboarding, adoption, customer health, value realisation, renewals, expansion, and risk management.
• Develop CSM capabilities in executive engagement, commercial acumen, strategic account planning, and stakeholder management.
• Partner with Sales, Professional Services, Product, Support, Engineering, and senior leadership to improve customer outcomes.
• Represent Customer Success at senior leadership level and support organisational design, hiring, succession planning, and continuous improvement.

Requirements

• Significant senior leadership experience in Customer Success, preferably in B2B SaaS, enterprise technology, AI, or automation.
• Experience leading geographically distributed Customer Success teams at a scale comparable to 20+ CSMs.
• Deep expertise in Customer Success strategy, operating models, methodologies, processes, tooling, governance, and performance management.
• Proven ability to coach and develop CSMs, build high-performing teams, and scale processes during growth or organisational change.
• Strong understanding of customer value realisation, product adoption, retention, renewals, expansion, customer health, and executive engagement.
• Exceptional communication, influencing, analytical, commercial, organisational, and change-leadership skills.

hirify.global-to-have">hirify.global to have

• Experience in a complex technology environment involving AI and automation.
• Experience establishing Customer Success standards across multiple regions and markets.

Culture & Benefits

• Remote role based in Germany, Berlin, within a global organisation.
• Fast-paced, collaborative, and creative working environment.
• Opportunities for learning, growth, and internal career development across roles, disciplines, domains, and locations.
• Work with AI solutions designed for enterprise-scale customer experiences and measurable business value.