Vice President Customer Success (Cybersecurity)

Location: Boston, MA, United States

Total compensation: $300,000–$320,000 base pay plus variable compensation.

Company

hirify.global provides third-party cyber risk intelligence, giving organizations an outside-in view of vendor ecosystems and translating cyber, financial, and compliance signals into actionable risk intelligence.

What you will do

• Own the company-wide Customer Success strategy, including segmentation, account tiering, engagement frameworks, scaled programs, playbooks, milestones, and success metrics.
• Scale the full customer lifecycle model across onboarding, enablement, adoption, expansion, and renewal, with no handoffs to separate post-sale functions.
• Own retention and expansion outcomes, including GDR, NDR, customer health methodology, early-warning systems, and strategic account escalations.
• Lead two Senior Directors of Customer Success and own the organization-wide talent, succession, budget, headcount, and leadership development strategy.
• Drive AI adoption across Customer Success by embedding AI tools and workflows into CSM operations and customer engagement.
• Represent Customer Success at the executive level and partner with Sales, Product, Marketing, Finance, and Engineering on customer lifecycle, product feedback, expansion, advocacy, and AI initiatives.

Requirements

• 10+ years of progressive Customer Success leadership experience in B2B SaaS, including at least 3–5 years owning a Customer Success function at VP level or equivalent.
• Demonstrated success owning and improving NDR and GDR at scale with measurable outcomes.
• Deep experience leading a full-lifecycle CSM model covering onboarding, enablement, adoption, expansion, and renewal within one team.
• Experience designing Customer Success organization structures, tiering models, and segmentation frameworks for a growing SaaS business.
• Proven ability to build and develop multi-layer management teams, including Directors and Senior Directors.
• Strong cross-functional leadership with Sales, Product, Marketing, and Finance executives, plus executive presence with boards, C-suites, and strategic customers.
• Financial acumen across Customer Success unit economics, including NDR, GDR, CAC payback, and expansion margin.
• Data-driven decision-making skills, including setting metrics, building dashboards, and holding teams accountable to outcomes.
• Professional experience using AI tools and driving AI adoption across a team.

Nice to have

• Experience in cybersecurity, risk management, compliance, or a technically complex SaaS environment.

Culture & Benefits

• Executive role with direct access to the Chief Operating Officer and a seat at the executive table.
• Established Customer Success organization operating across commercial and enterprise segments.
• Performance-based incentives tied to GDR, NDR, and company growth.
• Performance-based bonuses, equity, flexible healthcare options, paid time off, and retirement savings.
• Data-driven, transparent environment with active investment in AI.