Director of Customer Programs (AI)

Location: Hybrid in Berlin or Cologne, Germany

Company

hirify.global develops a cybersecurity and data protection awareness platform using behavioural science, data-driven learning, training, and simulations to reduce human cyber risk.

What you will do

• Design and directly execute strategies that drive product adoption, user engagement, and lifetime customer value across long-tail, multi-region customer segments.
• Own the strategy, roadmap, curriculum, pilots, targets, and rollout of the hirify.global Education Program.
• Design and deploy retention strategies that influence GRR and NRR across global accounts.
• Lead, mentor, and coach a multilingual global team of individual contributors while maintaining hands-on involvement.
• Build scalable frameworks, workflows, and automated processes, using AI tools, automation technologies, and customer analytics to improve program efficiency.
• Partner with Customer Success, Marketing, Product, and Sales on customer journeys, handoffs, experiments, and program-level adoption, engagement, and retention KPIs.

Requirements

• 5+ years of direct leadership experience managing customer success, customer education, or customer programs teams in a SaaS environment, with a demonstrated track record of success.
• Proven accountability for or direct contribution to GRR and NRR metrics through scalable program execution.
• Ability to balance strategic vision with active execution, build from scratch, work through details, and solve complex problems independently.
• Ability to redesign programs from first principles using AI and automation and identify work that should no longer be manual.
• High self-awareness, openness to real-time feedback, coachability, and resilience in fast-paced environments.
• Excellent written and verbal communication skills, including the ability to turn complex strategies into clear action plans.

Nice to have

• Experience scaling customer programs in a fast-growing, mid-stage SaaS environment with $75M+ ARR.
• Experience in the cybersecurity industry.
• Fluency in German or additional European languages.

Culture & Benefits

• Flexible hours, work/life balance, 33 vacation days, and parental leave support.
• Wellbeing, fitness, financial support, and corporate discounts.
• Virtual events, collaborative activities, and opportunities for local meet-ups.
• Tech equipment, referral bonuses, an individual development budget, and a dog-friendly headquarters.
• Benefits apply to full-time employees and may vary slightly by office location.