Director, Customer Success

Location: Remote, United States

Salary: $143,000–$180,000 annually, plus a 15% annual bonus.

Company

hirify.global develops end-to-end technology solutions for nonprofits, social good organizations, and enterprise customers, including AI-powered tools and Case Management products.

What you will do

• Lead the Customer Success team supporting Case Management customers throughout activation, onboarding, adoption, engagement, value realization, retention, and expansion.
• Define and maintain customer journey playbooks using high-touch, pooled, low-touch, self-service, and technology-assisted engagement models.
• Use AI-assisted workflows, predictive risk scoring, automated escalation triggers, health scores, product usage, and engagement data to improve operations and forecast outcomes.
• Drive customer value, organizational change management, Challenger practices, escalations, renewals, upsells, and cross-functional customer experience improvements.
• Own customer and revenue retention, adoption, engagement, NPS, CSQL, employee engagement, capacity, budget, and retention forecasting metrics.
• Recruit, develop, coach, and structure a high-performing Customer Success organization while reporting performance to executive stakeholders.

Requirements

• Experience managing Customer Success in a SaaS environment serving SMB and mid-market customers, with ownership of revenue retention and customer outcomes.
• Experience building portfolio-level retention strategies, risk identification, escalation frameworks, save plays, and renewal or churn forecasts.
• Experience with scaled or tech-touch Customer Success models, customer segmentation, Digital CS, or Customer Marketing programs.
• Strong data-driven operating skills, including customer health scoring, churn indicators, portfolio reporting, capacity planning, and financial forecasting.
• Strong people management, organizational change management, communication, presentation, and executive stakeholder skills.
• Advanced familiarity with Customer Success technology such as Salesforce, Pendo, Zendesk, Five9, AskNicely, FullStory, and Intercom.

Nice to have

• Experience introducing new Customer Success models, tooling, or coverage structures.
• Experience building automated customer programs and scalable engagement workflows.

Culture & Benefits

• Mission-driven work supporting organizations that deliver services to vulnerable populations.
• Inclusive and equitable culture focused on meaningful social impact.
• Comprehensive benefits package supporting health, well-being, and professional growth.
• Full-time United States compensation may include bonuses, incentives, equity, and other benefits.
• Employment authorization sponsorship is not available for current or future needs.