Senior Director, Customer Success

Location: Fully remote; travel up to 30% as needed for client and team work.

Company

hirify.global provides professional services and enterprise software consulting for UKG, HCM, payroll, and workforce management clients.

What you will do

• Lead and develop five vertical-aligned Senior Customer Success Managers, two Junior Customer Success Managers, and a Renewals Specialist.
• Own portfolio retention, revenue growth, forecasting, account tiering, coverage cadence, and engagement standards across three client tiers.
• Review strategic account plans and report portfolio health, retention, growth, and client satisfaction to executive leadership.
• Manage CSAT, NPS, client health, reference, and case-study programs, ensuring Tier 1 and Tier 2 accounts have documented outcome stories.
• Partner with Renewals and Sales on renewal governance, escalation management, multi-year roadmaps, cross-sell, upsell, and revenue-loss tracking.
• Maintain Salesforce account data and coordinate lead tracking and routing with install-base sales.

Requirements

• Bachelor’s degree in business, human resources, a related field, or equivalent experience.
• 8+ years in account management, client success, or consulting relationship roles, including 3+ years leading and developing a team.
• Experience owning portfolio-level retention or revenue targets and operating account segmentation, tiering, or coverage models.
• Experience partnering with delivery or operations organizations and setting shared standards.
• Background in HCM, payroll, workforce management technology or services, professional services, or enterprise software consulting.
• Ability to work fully remotely and travel up to 30% for client and team work.

Nice to have

• Hands-on experience with UKG, SAP, or other enterprise HCM or ERP systems.
• Experience building a customer success or account management function from the ground up.
• Experience creating client health, voice-of-client, or reference programs.
• Experience with Salesforce or a comparable CRM for account planning and forecasting.

Culture & Benefits

• Fully remote work arrangement.
• Travel of up to 30% for client and team collaboration.
• Work with executive stakeholders across Healthcare, Manufacturing, Public Sector, Retail and Hospitality, and Services and Distribution.
• Performance measured through retention, revenue growth, referenceability, client satisfaction, and team KPI attainment.