Director of Customer Success (Cybersecurity)

Location: California, United States; remote. The role covers the Western US.

Company

hirify.global is a cybersecurity company focused on protecting, strengthening, and recovering critical identity systems.

What you will do

• Lead regional Customer Success execution, including operating plans, team goals, coverage expectations, portfolio health, GRR, renewal attainment, customer advocacy, and CSQL performance.
• Hire, onboard, coach, and develop Customer Success Managers; establish coaching, inspection, performance-management, succession, and career-development routines.
• Improve customer adoption and value realization through success plans, customer telemetry, health indicators, deployment context, product usage, QBRs/EBRs, and executive engagements.
• Drive adoption of relevant hirify.global use cases, including DSP posture reviews and hardening, ADFR recovery testing, DRET/Lightning detection and incident workflows, and current product versions.
• Manage customer risk, at-risk renewals, expansion readiness, save strategies, escalations, and cross-functional account planning with Sales, Renewals, Support, Product, and Technical Delivery.
• Maintain accurate portfolio and customer-success data in Salesforce, TaskRay, and dashboards while representing regional customer insights in operating, product, and go-to-market forums.

Requirements

• 3+ years leading and developing high-performing Customer Success, Technical Account Management, Account Management, or related post-sale teams in B2B SaaS, cybersecurity, or infrastructure software.
• Track record of improving team execution and customer outcomes across retention, renewal readiness, adoption, customer health, and value realization.
• Experience coaching teams that manage complex enterprise customers and multi-stakeholder programs.
• Strong cybersecurity product or services experience and credibility engaging with CISOs, CIOs, security operations leaders, IAM leaders, architects, and technical champions.
• Ability to explain identity-security concepts and connect customer outcomes to business value; relevant familiarity includes Active Directory, Entra ID, identity security, incident response, and cyber-resilience.
• Experience identifying customer risk, leading escalations, planning renewals, and solving problems cross-functionally.
• Strong people-leadership skills covering hiring, performance management, coaching, talent development, and healthy team-culture building.
• Data-informed operating skills using portfolio dashboards, customer health signals, adoption measures, CRM, and Customer Success tooling.
• Excellent written and verbal communication, executive presence, sound judgment, and ability to influence across teams in a global, distributed organization.

Nice to have

• Experience in identity security, Active Directory/Entra ID, cyber recovery, security operations, or enterprise infrastructure.
• Experience with Salesforce, TaskRay, or comparable CRM and Customer Success platforms.
• Familiarity with GRR, NRR, CSQLs, success plans, QBRs/EBRs, health scoring, and renewal forecasting.
• Cybersecurity or Customer Success certifications such as CISSP, CISM, CCSP, or equivalent.
• Experience in professional services, solutions engineering, technical delivery, security engineering, or incident response.

Culture & Benefits

• Work remotely from California while supporting a regional Western US organization.
• Global, distributed cybersecurity environment focused on curiosity, integrity, initiative, and continuous learning.
• Employee experience centered on purpose, growth, support, empowerment, and work-life balance.
• Success is measured through team GRR, renewal attainment, portfolio health, adoption, value realization, coaching cadence, talent retention, and operating-data quality.