Director of Customer Success, Scaled Strategy

Location: US-REMOTE; remote role with willingness to travel to customer sites, conferences, and team onsites.

Estimated base salary: $160K–$185K per year.

Company

hirify.global creates products that simplify learning and personal development, facilitate meaningful relationships, and support education and career growth.

What you will do

• Build and lead the NORAM scaled Customer Success team by aligning managers and Customer Success professionals from multiple business units.
• Own hiring, onboarding, performance management, career development, succession planning, team structures, coverage ratios, and operating rhythms.
• Architect the Global Customer Success strategy and define consistent scaled coverage expectations, accountability frameworks, OKRs, playbooks, and enablement.
• Define the global Scaled and Digital customer strategy, including synchronous and asynchronous engagement, human-to-digital handoffs, persona-based plans, and 1:many programs.
• Own global Customer Success outreach across onboarding, adoption milestones, releases, renewal runways, risk signals, products, segments, regions, and business units.
• Drive retention and growth through cohort analysis, adoption analytics, reporting, and data-driven investment cases.

Requirements

• Experience designing and running a scaled, pooled, or digital Customer Success model at volume, with evidence of business outcomes.
• Track record of leading managers and developing leaders who can make decisions independently.
• Experience establishing a new team or centralizing a function from business units while protecting customer continuity.
• Experience designing team structures, coverage models, and segmentation aligned with strategy.
• Strong leadership presence with customers and executives, including influence without formal authority.
• Experience owning retention and bookings targets across a large portfolio and using cohort-based analysis.
• Experience designing customer journeys and 1:many programs, including human and digital coverage handoffs.
• Experience using AI to change how teams operate; strong analytical skills with Gainsight, Salesforce, product analytics, and reporting tools.
• Experience building initiatives for multiple regions; exceptional written and verbal communication; calm, decisive judgment in ambiguous, high-stakes situations.
• Willingness to travel to customer sites, conferences, and team onsites.
• A bachelor's degree or equivalent experience.

Culture & Benefits

• Full-time employees participate in an ownership program and receive competitive compensation.
• Flexible work culture with remote, hybrid, and in-office collaboration spaces varying by role, team, and location.
• Generous time off, local holidays, and an annual late-December “Dim the Lights” period based on departmental needs.
• Wellness programs, mental health support, learning and development resources, professional development tools, and tuition reimbursement.
• Technology resources, employee recognition through Motivosity, and an inclusive culture focused on support and meaningful connection.
• Background check and identity verification are required as part of the hiring process.