Director Service Accounts (Robotics)

Location: Onsite in Stuttgart, Germany, with frequent travel to customer sites across Europe and a large part of the week spent at customer sites

Company

hirify.global builds Cortex, a hardware-agnostic vision-language-action foundation model for robots used in live production, including picking, sorting, and returns operations.

What you will do

• Take ownership of customer sites from Site Acceptance Test onward, setting handover standards and ensuring documentation, contacts, spare parts, targets, and open points are complete.
• Own site performance against contractual targets, including availability, throughput, pick success, recovery plans, health reporting, and business reviews.
• Manage planned software releases, model updates, hardware upgrades, and retrofits in live operations with validation, change windows, blackout periods, and rollback paths.
• Prepare sites for peak periods and act as the customer advocate across Product, R&D, Hardware Engineering, Deployment, Technical Support, Field Service, and Strategic Accounts.
• Support expansion from SAT through technical planning, performance evidence, and site-capacity planning.
• Build and lead the Service Accounts team and create a scalable operating playbook for a rapidly growing installed base.

Requirements

• 8+ years owning live installations of complex automation after go-live, such as warehouse automation, intralogistics, robotics, or comparable 24/7 systems, including experience as a service account manager, technical account manager, customer success leader, or service delivery lead.
• At least 3 years of team leadership experience.
• Experience growing an installed base from tens to hundreds of sites and building processes rather than inheriting them.
• Technical ability to read logs, follow root causes, and work effectively with engineers, combined with commercial ability to discuss performance, cost, and growth with customer operations directors.
• Experience running releases, upgrades, and retrofit programs in live operations without stopping them.
• Fluent English and German required.
• Willingness to spend a large part of the week at customer sites.
• Profiles focused only on account management without technical depth or ticket-queue management without customer ownership are not suitable.

Nice to have

• Another European language.
• Subscription or Robotics-as-a-Service experience.
• Goods-to-person and AS/RS integrations.
• Experience in e-commerce, returns, or grocery fulfilment.
• Experience in both a scale-up and an established automation vendor.

Culture & Benefits

• Small, senior teams with a flat structure where execution matters more than titles.
• Leadership role in an operations organization scaling from Europe into the US, with equity.
• Travel, accommodation, and meals covered for customer-site work.
• Headquarters in Stuttgart with teams in Zurich and Boston.
• First-year mandate includes hiring the first Service Account Managers, establishing planned release and retrofit rhythms, and creating a playbook ready for the US.

Hiring process

• Conversations with the VP Operations and the founders.
• Working session based on a real case from a live customer site.
• Time with the team in Stuttgart.