Director, Scaled Customer Success & Voice of Customer (VoC) Programs

Location: On-site at the hirify.global headquarters in American Fork, Utah, United States; up to 10% travel required. Must be authorized to work in the U.S.

Company

hirify.global develops AI-driven intelligent site technology, combining mobile solar-powered units with software and an Agentic AI platform for safer, more visible, and more controllable physical operations.

What you will do

• Recruit, lead, and develop a team of Success Program Managers while setting performance expectations and accountability standards.
• Design automated customer lifecycle strategies that protect GRR and drive NRR expansion through upsells, cross-sells, and feature add-ons.
• Lead scalable digital content production, including interactive onboarding flows, customer academies, and release enablement.
• Build trigger-based campaigns and digital health models to identify expansion opportunities and resolve churn risks using telemetry data.
• Establish and govern multi-channel Voice of Customer programs using NPS, CSAT, CES, sentiment data, and product telemetry.
• Coordinate closed-loop feedback across Product, Marketing, Sales, and go-to-market teams while owning the digital customer success technology stack and executive KPI reporting.

Requirements

• 6+ years of leadership experience in Customer Success, Scale/Digital CS, or Customer Experience within B2B SaaS.
• Experience directly leading and developing a team of program managers.
• Experience creating scalable digital content architectures, academies, in-app guides, and learning paths.
• Expertise in building and operationalizing Voice of Customer and feedback-loop frameworks, including NPS, CSAT, CES, and sentiment modeling.
• Understanding of SaaS unit economics, GRR/NRR growth levers, and expansion strategies for long-tail customer segments.
• Must be authorized to work in the United States and work on-site from the American Fork, Utah headquarters.

Nice to have

• Hands-on experience with Gainsight, ChurnZero, Totango, Pendo, Gainsight PX, Mixpanel, Qualtrics, Medallia, Skilljar, or Intellum.
• Exceptional executive communication, presentation, and complex sentiment-data synthesis skills.

Culture & Benefits

• Full-time health, dental, and vision coverage.
• Retirement benefits with a 401(k) match of up to 4%.
• Flexible paid time off.
• Growth-focused environment centered on hands-on innovation and intelligent site technology.
• Employment requires a drug screening and background check; some roles may also require federal background checks and fingerprinting.