Head of Digital Customer Success

Location: San Francisco, California; in office five days a week.

Salary: $200K–$225K base, plus equity.

Company

hirify.global is an AI-era documentation platform used by more than 20,000 companies and reaching over 100 million developers annually.

What you will do

• Own gross revenue retention for the digital and self-serve customer segment, establish baselines, set targets, and improve GRR.
• Build segmentation, health scores, churn indicators, and expansion metrics using Salesforce, Plain, Wavelength, and product data.
• Design automated, AI-assisted, and human-led intervention frameworks and the playbooks behind them.
• Use Claude and other AI tools to build workflows, agents, and automations that scale customer success without scaling headcount.
• Conduct save calls, check-ins, escalations, and conversations with long-tail customers while developing the programs.
• Identify expansion opportunities, coordinate handoffs to Account Executives, and partner with Marketing, Support, Sales, and Product on lifecycle programs and churn drivers.

Requirements

• 6+ years of experience in customer success, including meaningful experience building digital or scaled customer success programs for a high-volume, low-touch customer base.
• Management experience and a preference for leveraging systems rather than building a large team.
• Experience owning and improving a retention metric such as GRR, NRR, or logo churn.
• Experience building metrics and health scoring from imperfect data.
• Experience designing intervention frameworks combining automation, AI, and human interaction.
• Real examples of using AI tools to build shipped systems; engineering experience is not required, but fluency with AI tools is expected.
• Strong ownership and self-direction, including finding, framing, and solving problems without waiting for a roadmap.
• Comfort working hands-on with customers, including by phone.
• Experience at a developer-tools, PLG, or usage-based SaaS company.
• Hands-on Salesforce experience with reports, dashboards, and flows.
• Experience partnering with Marketing on lifecycle or customer marketing programs.

Culture & Benefits

• Fast-moving, high-agency team based in San Francisco, with a lean operating model and emphasis on outsized impact through systems.
• 20 days of paid time off annually.
• 401(k) with employer match.
• 100% employee coverage for health, dental, and vision insurance.
• Monthly wellness stipend and commute stipend.
• Free lunch and dinners, plus an annual team offsite.