Director, Customer Success (SaaS)

Location: United States - New York. Hybrid work with team members near key hubs expected to work from the office at least three days per week.

Salary: $198,000–$245,000 annually, plus bonus, equity, and benefits.

Company

hirify.global is an AI-built commerce technology company providing identity intelligence and fraud prevention across the customer journey, from sign-up through returns.

What you will do

• Lead the AMER Customer Success team, including 3 line leaders and 20+ individual contributors.
• Recruit, develop, and motivate a high-performing team while preparing leaders and CSMs for career progression.
• Own gross and net revenue retention, developing strategies to retain and grow the customer book.
• Handle escalated client issues and act as a senior escalation point for complex business challenges.
• Lead renewal strategies and partner with Sales, Marketing, Finance, Pre-Sales, Product, and leadership teams on account plans, forecasting, and expansion.
• Share customer and operational insights to help guide hirify.global’s product roadmap.

Requirements

• 8+ years of Customer Success experience working with large enterprises on software solutions.
• 4+ years of management experience as a Customer Success team manager or leader.
• Experience in a hypergrowth SaaS startup with a technical product.
• Strong management presence, leadership ability, communication, and interpersonal skills.
• Operational excellence in analytical thinking, process development, problem solving, communication, delegation, and planning.
• Excellent communication skills, including experience working with senior C-level executives internally and externally.
• Experience building strong relationships with cross-functional leaders, communicating a clear team vision, and securing internal support.
• Ability to work in a fast-paced environment, drive initiatives autonomously, and gain stakeholder buy-in.
• Ability to break down ambiguous and nuanced problems into concrete components and develop optimal solutions.
• Willingness to remain hands-on and solve complex operational problems directly.

Nice to have

• Experience in fraud, payments, professional services, or eCommerce.

Culture & Benefits

• Hybrid work model combining in-person collaboration with remote flexibility.
• Competitive salary, bonus, RSUs, and a matching 401(k) plan.
• Health, vision, and dental insurance, home office allowance, and generous PTO.
• Half-day Fridays and 4.5-day weeks through Appreciation Fridays and Sundays.
• Learning and development programs focused on AI tools, team outings, and local cultural celebrations.

Hiring process

• hirify.global does not accept agency resumes or unsolicited resumes forwarded to employees or job aliases.
• Interview accommodations can be requested by emailing interviewaccommodation@hirify.global.com.