Director of Customer Success

Location: Full-time onsite work in the Strongsville, Ohio office, United States. Occasional travel may be required for customer meetings or trade shows.

Company

hirify.global provides construction software and services to customers nationwide.

What you will do

• Lead, mentor, and develop Customer Success Managers, Representatives, and Operations personnel.
• Define and execute customer success strategies focused on retention, adoption, revenue growth, expansion, and loyalty.
• Oversee onboarding transitions, adoption programs, business reviews, renewals, and expansion opportunities.
• Build scalable processes, workflows, and best practices for customer success operations.
• Analyze customer health, retention, adoption, engagement, and team performance data, and report findings to executive leadership.
• Partner with Sales, Marketing, Product, Implementation, and executive leadership to improve customer outcomes.

Requirements

• 5+ years of experience in customer success, customer support, or a related field, including at least 3 years in a leadership role.
• Experience managing and scaling high-performing customer success or support teams.
• Strong knowledge of retention, customer health, adoption, expansion, NPS, and churn metrics.
• Experience using CRM, analytics, and customer success platforms, including Salesforce, Gainsight, or Totango.
• Strong leadership, coaching, communication, troubleshooting, conflict resolution, and data-driven decision-making skills.
• Valid driver's license, acceptable driving record, and ability to work full-time in the Strongsville, Ohio office.

Culture & Benefits

• Customer-centric culture focused on proactive engagement, advocacy, and continuous improvement.
• Responsibility for recruiting, onboarding, coaching, and developing Customer Success talent.
• Fast-paced, dynamic environment with multiple strategic and operational priorities.
• Occasional travel for customer meetings or trade shows.