Senior Director, Customer Success (AI)

Location: Hybrid role for candidates based in or near Austin, Texas; U.S. work authorization required.

Base salary: $183,435–$203,000 USD annually, plus variable compensation and benefits.

Company

hirify.global provides an AI-first hybrid observability platform for monitoring on-premises, cloud, and edge infrastructure.

What you will do

• Define and execute the Customer Success strategy for the Americas region.
• Own GRR, NRR, renewals, churn, expansion, adoption, customer health, and value realization outcomes.
• Lead and coach a Customer Success organization of 50+ professionals and build a high-performing leadership team.
• Modernize customer lifecycle practices, operating models, playbooks, health scoring, forecasting, and engagement standards.
• Apply artificial intelligence and customer data to automate workflows, improve risk forecasting, and scale execution.
• Partner with Sales, Product, Support, Services, Marketing, Finance, and executive leadership on customer outcomes and growth.

Requirements

• 10+ years of experience in Customer Success, Account Management, Services, or a related customer-facing function within B2B SaaS or technology.
• At least 5 years leading Customer Success teams in a senior leadership role.
• Accountability for GRR, NRR, renewals, churn, expansion, or comparable commercial outcomes.
• Experience modernizing Customer Success operating models, processes, tools, or organizational structures.
• Experience engaging C-level stakeholders and connecting technology adoption to measurable business outcomes.
• Experience with customer data, analytics, health scoring, forecasting, generative AI, and workflow automation; bachelor's degree or equivalent experience.

Culture & Benefits

• Performance-oriented culture centered on trust, customer obsession, agility, inclusion, and continuous improvement.
• Hybrid collaboration through the Austin Center of Energy.
• Health, dental, and vision coverage; parental leave; Employee Assistance Program; and wellness programs.
• 401(k) with company matching, Lifestyle Spending Account, and unlimited vacation policy.
• Reasonable accommodations are available during the application and interview process.