Director of Customer Success (PropTech)

Location: San Francisco, California, United States; hybrid work policy

Base pay for California candidates: $164,000–$176,000 per year, plus variable compensation and equity eligibility.

Company

hirify.global provides a cloud-based deal management platform for real estate investment and capital markets, supporting enterprise transaction workflows and collaboration.

What you will do

• Lead, coach, hire, and develop Customer Success Managers and Customer Success leaders.
• Own retention, renewals, expansion, adoption, customer health, GRR, and NRR performance.
• Drive enterprise renewal strategy, account planning, stakeholder mapping, and executive escalations.
• Define the customer lifecycle across onboarding, adoption milestones, value realization, and ongoing success planning.
• Build customer health scoring, reporting, dashboards, renewal processes, expansion playbooks, and executive communication standards.
• Partner with Sales, Product, Engineering, Implementation, and Support to improve customer outcomes and represent customer needs.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 8+ years of experience in Customer Success, Account Management, Consulting, or similar customer-facing roles in B2B SaaS, preferably with enterprise customers.
• 3+ years of people management experience, including hiring, coaching, and performance management.
• Proven ownership of renewals, expansions, GRR, NRR, and growth outcomes across complex, multi-stakeholder accounts.
• Strong executive communication skills and experience leading QBRs, renewal discussions, and escalations.
• Ability to build repeatable processes, define success metrics, and collaborate cross-functionally with Sales, Product, Implementation, and Support.

Nice to have

• Experience in commercial real estate, fintech, or enterprise workflow platforms.
• Familiarity with Salesforce and customer success tools such as Gainsight or Totango.
• Experience building customer health models, segmentation frameworks, scalable playbooks, onboarding, and change management programs.

Culture & Benefits

• Medical, dental, and vision insurance.
• HSA and FSA options, 401(k), paid parental leave, and flexible time off.
• Commuter benefits and monthly wellness reimbursement.
• Hybrid work environment with offices and teams in San Francisco and New York City.
• Variable compensation and equity plan eligibility.
• Video-based interview process may use AI-assisted transcription for internal note-taking and evaluation.