VP of Customer Success and Support (AI)

Location: United States (remote)

Company

hirify.global provides an AI-native data lifecycle platform for preparing, transforming, and analyzing enterprise data through visual and document interfaces.

What you will do

• Lead the post-sales organization across Customer Success, Technical Support, onboarding, enablement, and adoption.
• Own gross retention, net dollar retention, renewal forecasting, commercial negotiations, and expansion opportunities.
• Build customer health scoring, risk reviews, success plans, operating cadences, and scalable service offerings.
• Lead global technical support, including SLA attainment, escalations, backlog management, knowledge management, and self-service.
• Establish customer feedback, advocacy, advisory board, user community, and executive engagement programs.
• Recruit, develop, and scale the organization while reporting customer health and performance metrics to executives and the board.

Requirements

• 10+ years in customer success, support, or post-sales leadership, including 5+ years leading both functions at a high-growth B2B SaaS company.
• Direct accountability for retention targets and hands-on experience forecasting, negotiating, and closing renewals.
• Experience leading technical support for enterprise customers, including SLA management and executive escalations.
• Background supporting enterprise customers on data, cloud, or AI platforms, with an understanding of data engineering roles.
• Experience building customer journeys, playbooks, health scoring, enablement programs, training, certification, and self-service content.
• Strong analytical, written, verbal, and executive communication skills, with experience designing and scaling post-sales operating models.

Culture & Benefits

• Employee health insurance.
• Very competitive compensation.
• End-to-end ownership of projects.
• Opportunity to contribute directly to an innovative platform.
• Benefits and perks may vary by country.