Director of Customer Success (Cybersecurity)

Location: Tampa, Florida, United States — on-site

Company

hirify.global develops AI-powered security awareness training and attack simulations to reduce human risk from cyberattacks across email, voice, video, and other channels.

What you will do

• Design and own the end-to-end customer success operating model, including segmentation, playbooks, health scoring, QBRs, and the CS technology stack.
• Own gross revenue retention, net revenue retention, renewal rate, expansion revenue, and churn reduction.
• Build a high-touch onboarding and adoption experience focused on fast time-to-value and proactive risk detection.
• Manage executive relationships and act as a senior escalation point for key customers.
• Partner with Product, Sales, and Marketing on roadmap priorities, handoffs, and customer advocacy.
• Recruit, coach, and scale a high-performing customer success team.

Requirements

• 7+ years of experience in B2B SaaS customer success or account management.
• 3+ years of experience managing teams.
• Proven success building or scaling a customer success function while improving retention and reducing churn.
• Player-coach mindset with the ability to operate in ambiguity, build structure, and work directly with key clients.
• Expertise in SaaS metrics such as GRR and NRR, customer success tool implementations, and cross-functional collaboration.
• B2B technical SaaS experience required; cybersecurity experience strongly preferred.

Culture & Benefits

• Early-stage environment with responsibility for building processes and the customer success function from the ground up.
• Medical, dental, and vision insurance.
• Unlimited paid time off.
• 401(k) retirement savings plan.
• Monthly connectivity reimbursement.
• Free daily on-site lunch and covered on-site parking.