VP, Customer Engineering & Success (CI/CD)

Location: San Francisco, CA, United States

Salary: $261,500–$327,000 USD annually for the US SF Bay Area (Metro Zone 3).

Company

hirify.global is a continuous integration and continuous delivery platform and DevOps tool that helps software companies improve engineering productivity, release products, and use AI in commercial applications.

What you will do

• Set the vision, strategy, and operating model for Field Engineering, Technical Success Management, Digital Customer Success, and Support Engineering.
• Integrate pre-sales and post-sales technical engagement into a consistent customer journey.
• Own retention, expansion, churn reduction, adoption, gross revenue retention, and net revenue retention outcomes while partnering with Sales on technical wins and land-and-expand growth.
• Build segmented high-touch, pooled, and digital engagement models using data and automation.
• Lead and develop senior leaders and individual contributors across North America, EMEA, and APAC, including succession and career paths.
• Establish customer health, support performance, forecasting, productivity, and operating metrics, and influence Product, Engineering, Sales, and Marketing priorities.

Requirements

• 15+ years of experience in customer success, solutions or field engineering, technical support, or other technical customer-facing leadership roles, primarily at B2B SaaS companies.
• 10+ years leading leaders, including multi-function organizations combining pre-sales and post-sales technical teams.
• Proven experience owning and improving gross and net revenue retention, churn, and expansion metrics at scale.
• Experience building and scaling global teams across multiple regions and time zones, including follow-the-sun support operations.
• Hands-on experience designing high-touch, pooled, and digital/scaled customer engagement models and their tooling and data infrastructure.
• Strong technical foundation in software development, DevOps practices, CI/CD, and cloud technologies, with credibility when engaging customer engineering leaders.
• 10+ years developing go-to-market strategies tied to annual planning and quarterly execution, including headcount and budget ownership.
• Executive-level experience influencing Product, Engineering, and Sales priorities in a matrixed environment.

Nice to have

• Experience in DevOps, CI/CD, developer tools, or platform engineering companies.
• Experience leading organizations through a merger of functions, such as combining pre-sales engineering and post-sales success teams.
• Experience with consumption- or usage-based pricing and related adoption and expansion motions.
• Experience building or scaling professional services or paid technical advisory offerings.
• Experience using AI and automation for customer engagement, support deflection, or health monitoring.
• Customer success leadership in a high-growth or post-restructure environment involving new motions built from the ground up.

Culture & Benefits

• Global organization serving engineering teams across North America, Europe, and Japan.
• hirify.global has a global remote workforce, while this role is located in San Francisco, CA.
• Reasonable accommodation is available for individuals with disabilities during the application and interview process and for essential job functions.
• hirify.global is an equal opportunity and affirmative action employer.
• Recruiters and hiring teams make hiring decisions; candidates may request human-only application review and opt out of AI interview note-taking.