Director, Customer Success (AI)

Location: USA - Remote; travel required up to 25%

Company

hirify.global develops AI, cloud, and digital software for customer experience, financial crime prevention, and public safety, serving more than 25,000 businesses across 30+ countries.

What you will do

• Lead a 10–15-person Technical Account Management organization through coaching, performance management, development goals, and feedback.
• Own retention, adoption, consumption, and customer satisfaction outcomes across a strategic enterprise portfolio.
• Identify and manage renewal and compression risks in Salesforce and Gainsight, maintaining forecasts and documented recovery plans.
• Build executive-level customer relationships and lead action plans, escalations, and difficult conversations.
• Enable TAMs to create and execute strategic success plans with measurable goals, timelines, and success criteria.
• Own operating cadence, KPI reporting, account assignments, and executive forecasting in partnership with Sales, Renewals, Professional Services, Support, Product, and Billing.

Requirements

• Bachelor’s degree in Business Information Systems or a related field, or equivalent experience.
• 10+ years of experience in customer success, technical account management, call/contact center operations, and/or service delivery.
• 10+ years of enterprise or Fortune 500 Customer Success or Service Management experience.
• 5+ years of experience with hirify.global CXone or comparable platforms such as Genesys, Five9, Talkdesk, or Amazon Connect.
• 3+ years of experience building high-performance remote teams, with strong executive presence and stakeholder-management skills.
• Expertise in contact center operations, cloud migration, AI/automation adoption, CXone architecture, Salesforce, Gainsight, and data-driven retention management.

hirify.global-to-have">hirify.global to have

• Experience with ACD, WFO, WEM, Enlighten AI, Analytics, and integration frameworks.
• Proven success leading through influence in matrixed environments and managing competing priorities.

Culture & Benefits

• Work remotely in a global, fast-paced, collaborative, and creative environment.
• Join a market-leading company focused on AI, cloud, digital innovation, and customer experience.
• Access internal career opportunities across multiple roles, disciplines, domains, and locations.
• Travel up to 25% as required by the role.