Director of Customer Success (Cybersecurity)

Location: Remote (US - East Coast)

Company

hirify.global is building an AI-powered human security platform that provides security awareness training and attack simulations to help organizations reduce human risk across email, voice, video, and other attack vectors.

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 GRR, NRR, churn, renewal rate, and expansion revenue, establishing proactive retention and growth strategies.
• Create 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 customer stakeholders.
• Partner with Product, Sales, and Marketing on roadmap priorities, customer handoffs, and customer advocacy.
• Recruit, coach, and scale a high-performing customer success team while establishing operational and customer health metrics.

Requirements

• 7+ years of experience in B2B SaaS customer success or account management, including 3+ years managing teams.
• Proven success building or scaling a customer success function while driving retention and reducing churn.
• Ability to operate with ambiguity, build structure, and work directly with key clients in a player-coach role.
• Expertise in SaaS metrics including GRR and NRR, customer success tool implementations, and influencing Product and Sales teams.
• Experience in B2B technical SaaS is required.

Nice to have

• High-growth or early-stage company experience.
• Cybersecurity background.

Culture & Benefits

• Medical, dental, and vision insurance.
• Monthly connectivity reimbursement.
• Unlimited paid time off.
• 401(k) retirement savings plan.
• Early-stage opportunity to build processes and shape a category-defining human security company.
• Meaningful equity and competitive salary.