Senior Director, Customer Success (AI)

Location: Virtual Office, Ontario, Canada

Base compensation: $191,500–$251,400 annually, with potential commission or performance-based bonus opportunities.

Company

hirify.global provides cloud, digital, and AI technologies that orchestrate customer and employee experiences for more than 8,000 organizations across 100+ countries.

What you will do

• Manage a portfolio of enterprise customers as the primary business contact and build Customer Success Plans aligned with business objectives, KPIs, and success criteria.
• Lead Executive Business Reviews, adoption working sessions, health reviews, and customer enablement throughout onboarding, go-live, value realization, renewal, and expansion.
• Advise executives on generative and predictive AI, virtual agents, agent assist, analytics, workflow automation, responsible AI, governance, and data privacy.
• Identify high-impact AI use cases, build business cases, define success measures, and drive AI capabilities from purchase to deployment and active consumption.
• Analyze usage, consumption, and customer health data to diagnose adoption gaps, create recovery plans, and connect results to retention and expansion.
• Coordinate Onboarding, Professional Services, Support, Product, Sales, and Renewal teams around shared adoption, retention, and growth plans.

Requirements

• 10+ years of experience in a technology-related field, including consulting and enterprise account management.
• Bachelor’s degree in a technology- or business-related field.
• Successful sales track record within a SaaS organization and experience presenting to and building relationships with C-level executives.
• Deep knowledge of AI technologies applied to customer experience and the contact center industry, including hands-on use of AI tools.
• Experience designing and running customer adoption motions from baselines and success criteria through enablement, health monitoring, gap remediation, and measurable usage, retention, and expansion results.
• Proficiency with Salesforce, Gainsight, Microsoft Office Suite, online communities, and social media platforms.
• Strong data analysis, executive presentation, project management, stakeholder management, customer-facing, multitasking, and enterprise relationship skills.
• Ability to translate complex technical concepts into business value, drive customer advocacy and satisfaction, and influence cross-functional teams.
• Travel required at less than 30%.

Nice to have

• Experience with CCaaS technology, platforms, partners, terminology, business practices, KPIs, and features.
• hirify.global platform knowledge.

Culture & Benefits

• Flexible-first ways of working within a global team.
• Mentorship, learning programs, leadership development, and education support.
• Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored programs for employees and families.
• Full-time employment with potential commission or performance-based bonus opportunities.

Hiring process

• Applications are reviewed by the Talent Acquisition team and hiring team.
• Selected candidates typically complete a Zoom interview, followed by interviews with the hiring manager and other interviewers.
• The process usually includes no more than five interviews before final steps are communicated.