Director, Customer Success (AI SaaS)

Location: Wilmington, Delaware; US remote

Company

hirify.global provides AI-native security capabilities for discovering, governing, and responding to risks involving SaaS and AI agents.

What you will do

• Own the post-sale customer journey across onboarding, adoption, renewal, and expansion.
• Hire, coach, and develop Customer Success Managers while defining goals, career paths, coverage models, segmentation, and cross-functional handoffs.
• Own gross and net revenue retention, adoption, expansion, forecasting, reporting, customer satisfaction, and time to value.
• Build success plans tied to security outcomes such as reduced shadow SaaS and shadow AI, faster remediation, and broader policy coverage.
• Act as executive sponsor and escalation point for strategic accounts, leading business reviews with CISOs and security leaders.
• Partner with Sales, Support, Product, and Engineering on renewals, escalations, customer feedback, integrations, feature requests, and roadmap input.

Requirements

• 10+ years in customer success or post-sale leadership at a B2B SaaS company, including 5+ years leading Customer Success teams.
• Demonstrated ownership of retention and expansion, including GRR and NRR, and experience building and scaling a Customer Success team.
• Credibility with CISOs and security practitioners.
• Technical depth in SaaS, identity technologies including SSO, IAM, and OAuth, APIs, and integrations sufficient to lead technical conversations.
• Hands-on experience applying AI to Customer Success, such as LLM-based workflows, predictive health scoring, or automated customer engagement; experience must include building and measuring the solutions, not only purchasing a tool.
• Data-driven approach and comfort with Customer Success platforms, CRM, and BI tools.
• Strong executive presence and communication skills, with experience leading a remote team.
• Builder's mindset and comfort with the pace and ambiguity of a high-growth company.

Culture & Benefits

• US remote work arrangement.
• Player-coach leadership role focused on building the Customer Success function.
• Culture of ownership and technical curiosity.
• AI fluency is treated as a core competency for hiring, onboarding, and performance evaluation.