Director, Customer Success (AI)

Location: Remote

Company

Backstory, formerly hirify.global, provides an AI answers platform that helps sales teams connect business signals to accounts and opportunities, get contextual answers, orchestrate deals, and drive revenue through existing AI workflows.

What you will do

• Lead the Customer Success organization and a team of one to two managers and approximately eight to twelve CSMs.
• Own gross retention, expansion, credit consumption, renewal risk, save motions, and customer adoption of the Backstory platform.
• Run strategic, emerging, and scaled coverage models, including account alignment, capacity planning, book economics, and scalable playbooks.
• Design and manage success plans, executive readouts, EBRs, value realization frameworks, metrics, dashboards, operating reviews, staffing, and budgets.
• Hire, develop, retain, onboard, and set performance standards for managers and CSMs while building solution-oriented customer engagement skills.
• Partner with Sales, Professional Services, Technical Support, Studio, Product, Marketing, and customers on renewals, expansion, product feedback, references, and go-to-market planning.

Requirements

• 12+ years of experience in Customer Success, Account Management, or post-sales leadership, including 5+ years leading teams and developing managers.
• Proven ownership of retention and expansion outcomes in B2B SaaS.
• Experience building segmentation, capacity models, playbooks, and scalable metrics, and running a function using Salesforce, Gainsight, or a similar system.
• Hands-on experience designing success planning, EBR, and value frameworks for enterprise customers and translating product usage into executive-level outcomes.
• Ability to identify the business problem beneath a feature request, work from existing capabilities, and decide when to decline, narrow scope, or escalate with a recommendation.
• Strong product intuition, including learning products quickly, identifying customer patterns, and turning them into credible product demand.
• Executive presence with C-level customer stakeholders and senior internal leaders, including negotiation and influence on high-stakes decisions.
• Proven partnership with Sales, Services, Support, and Product.
• Hands-on use of Claude and other leading AI tools, understanding of agentic workflows and MCP-based integrations, and a clear perspective on how AI is changing Customer Success.
• Ability to learn a system before changing it, accept feedback, and disagree and commit.

Nice to have

• Experience leading customers through usage-based or consumption pricing and connecting variable consumption to delivered value.

Culture & Benefits

• Remote work arrangement.
• Customer-focused operating model centered on measurable business outcomes and value realization.
• Cross-functional collaboration across Sales, Professional Services, Technical Support, Studio, Product, and Marketing.
• Opportunity to run Customer Success on the company’s own AI platform and turn practical usage into product input.