Director, Customer Success (AI)

Location: Remote role based in the United Kingdom, London

Company

hirify.global Cognigy delivers an AI-first customer experience platform that combines generative and conversational AI, orchestration, enterprise systems, and AI agents across more than 100 languages.

What you will do

• Lead, coach, and develop approximately 26 Customer Success Managers across Australia, the United States, the United Kingdom, Germany, and the wider EMEA region.
• Set the global Customer Success strategy, operating model, methodology, governance, tooling, and performance standards.
• Build frameworks for onboarding, adoption, customer health, value realisation, renewals, expansion, and risk identification.
• Coach CSMs in executive engagement, commercial acumen, value selling, stakeholder management, and strategic account planning.
• Partner with Sales, Professional Services, Product, Support, Engineering, and senior leadership to improve customer outcomes and reduce friction.
• Represent Customer Success at senior leadership level and support organisational design, hiring, capability development, and succession planning.

Requirements

• Significant senior leadership experience in Customer Success, ideally within B2B SaaS, enterprise technology, AI, automation, or a similarly complex technology environment.
• Experience leading geographically distributed Customer Success teams at a scale comparable to 20 or more CSMs across multiple regions.
• Deep expertise in Customer Success strategy, operating models, methodologies, processes, tooling, governance, and performance management.
• Strong track record of coaching CSMs, building high-performing teams, and scaling Customer Success processes during growth or organisational change.
• Strong understanding of customer value realisation, product adoption, retention, renewals, expansion, customer health, and executive engagement.
• Exceptional executive communication, influencing, data analysis, commercial judgement, and cross-functional leadership skills.

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• Experience in an AI-first or automation-focused technology environment.
• Experience supporting Customer Success organisations through significant organisational change.

Culture & Benefits

• Opportunity to work in a global, fast-paced, collaborative, and creative environment.
• Access to internal career opportunities across roles, disciplines, domains, and locations.
• Work with AI, cloud, and digital technologies focused on measurable customer and business value.
• Join an organisation operating across more than 30 countries with over 8,500 employees.