Director of Customer Success Management (AI)

Location: Remote-US; San Francisco hybrid option

Salary: US Remote $180,000–$215,000 plus equity; San Francisco hybrid $200,000–$235,000 plus equity

Company

hirify.global is a vertical SaaS company using AI to help personal injury law firms secure faster settlements, higher payouts, and better outcomes by transforming case files and medical records into legal documents.

What you will do

• Manage CSM Managers and teams serving SMB, Mid-Market, Enterprise, and Strategic accounts.
• Drive quarterly net dollar retention, lead generation, product adoption, satisfaction, retention, expansion, and advocacy goals.
• Use processes and technology to scale outbound customer success motions, including adoption of rapidly released AI products.
• Scale and mature the customer success function through major product transitions and evolving customer engagement needs.
• Hire, train, and ramp contributors into a high-performance organization.
• Develop lifecycle playbooks and partner with Sales, Product, and Marketing leadership to align on customer outcomes and continuous improvement.

Requirements

• 5+ years of management experience in Customer Success or Technical Account Management.
• 2+ years of experience in a second-line management role.
• Experience scaling CSM operations across multiple segments, including scaled or tech-touch engagement in SMB and strategic account planning and onsite engagement in Enterprise.
• Experience managing user lifecycles and driving adoption and engagement with SaaS products in competitive environments.
• Exceptional communication and relationship-building skills, including comfort working with senior executives internally and externally and navigating complex client organizations.
• High integrity and passion for creating meaningful impact for customers and teammates.

Culture & Benefits

• Remote-first culture based on trust, autonomy, and shared impact.
• Competitive compensation, meaningful equity, and comprehensive benefits.
• Medical, dental, vision, life, accident, and critical illness insurance options.
• Flexible paid time off, sick leave, disability coverage, paid parental leave, and US or Canadian statutory holidays.
• Home office stipend, local in-person meet-up program, and hubs in San Francisco and Toronto.
• 401(k) for US-based employees and RRSP for Canada-based employees.