Customer Success Director (AI Robotics)

Location: Columbus, Ohio, United States

Company

hirify.global develops AI-driven robotic systems that use perception, reasoning, and control to adapt, learn, and perform in real-world manufacturing environments.

What you will do

• Lead the Customer Success Management team across UP, TC, and Defense cell types and establish a standard playbook from signature through renewal, including kickoff, design, build, FAT, deployment, safe launch, and production.
• Own the customer experience at FAT, review FAT documents with the DPM, and lead communication on outstanding items.
• Run Executive Business Reviews and maintain accurate records of customer performance, risks, and trends.
• Translate engineering communications into customer-safe language and manage day-to-day customer channels.
• Advise Product on roadmap priorities based on production impact and Voice of the Customer; define SLA boundaries and escalation playbooks for quality issues.
• Coordinate new part introductions, CAD/PT creation, and ECRs with Mission Control and Engineering; support renewals, upsells, and marketing use cases with validated performance data.

Requirements

• 10+ years of experience in customer success, account management, or operations leadership in industrial manufacturing or automation.
• 5+ years of experience leading a team.
• Fluency in value-stream and lean manufacturing, including the ability to interpret customer production data and explain the underlying performance story.
• Strong analytics and reporting discipline, including prior experience building account health metrics and review cadences.
• Executive presence with plant managers and VPs, with the ability to lead difficult conversations about gaps and metrics.
• Ability to comply with applicable U.S. export-control regulations, including requirements that may apply to U.S. Persons, ITAR, EAR, and CUI handling where relevant.
• Successful completion of a background check may be required.

Culture & Benefits

• Daily free lunch.
• Flexible PTO.
• Comprehensive medical, dental, and vision coverage.
• Six weeks of fully paid parental leave, plus an additional six to eight weeks for birthing parents.
• 401(k) retirement plan through Empower.
• Employee referral bonuses and an inclusive workplace that values diverse ideas.