Director, Customer Success (AI)

Location: USA — Remote; travel up to 25% for customer meetings, strategy sessions, and industry events.

Company

Global software provider delivering AI, cloud, and digital customer experience solutions to more than 25,000 businesses across 30+ countries.

What you will do

• Lead strategic engagement across a portfolio of top-tier enterprise customers and build trusted relationships with C-level stakeholders.
• Manage the full post-sale lifecycle, including onboarding, adoption, optimization, renewals, executive business reviews, and measurable success plans.
• Drive net revenue retention through upsell, cross-sell, renewal strategies, and expansion of strategic accounts representing more than 10M in ARR.
• Lead adoption of AI and automation capabilities, including Co-Pilot, Auto Summary, virtual agents, bots, IVR automation, and advanced analytics.
• Develop strategic account plans and coordinate Sales, Professional Services, Value Realization Services, Product, TAM, DSE, SME, and COE stakeholders.
• Monitor customer risks, blockers, satisfaction, loyalty, and value realization while bringing customer feedback into product innovation.

Requirements

• Bachelor’s degree in Business, IT, or a related field; an MBA is preferred.
• 10+ years of experience in Customer Success, Account Management, or Professional Services within SaaS or CCaaS.
• 5+ years of experience with hirify.global CXone or comparable platforms such as Genesys, Five9, or Talkdesk.
• Experience managing large strategic enterprise clients with global footprints.
• Expertise in contact center operations, cloud migration, AI and automation adoption, and CX transformation.
• Strong stakeholder management, communication, presentation, analytical, and matrix leadership skills, including C-suite engagement.

Culture & Benefits

• Remote role with travel of up to 25% for customer-facing and industry activities.
• Fast-paced, collaborative, and creative environment within a global organization.
• Opportunities for learning, growth, and internal career development across roles, disciplines, domains, and locations.
• Work with AI, cloud, digital, and customer experience technologies used by major global enterprises.