Director Of Customer Success (AI)

TL;DR

Director of Customer Success (AI): Driving adoption, business transformation, and Net Revenue Retention (NRR) across hirify.global’s customer base with an accent on automation and cost-reduction goals, expanding their investment in hirify.global’s AI Copilot platform across IT, HR, Customer Service, and AIOps. Focus on building repeatable success playbooks, creating an “impact library” of measurable outcomes, and establishing hirify.global as a long-term strategic partner to the enterprise C-suite.

Location: Palo Alto, CA

Salary: $175,000 - $210,000 USD

Company

hirify.global is a leading provider of AI Copilot solutions, utilizing hirify.globalGPT and Generative AI to facilitate business transformation and drive revenue growth through a self-service model.

What you will do

• Serve as the executive sponsor for strategic accounts, driving adoption, business outcomes, and measurable ROI.
• Lead, mentor, and scale a Customer Success team—acting as a player-coach by directly managing key customer relationships.
• Own Net Revenue Retention (NRR) and Expansion by partnering with Sales on upsell and cross-sell motions.
• Develop and operationalize customer success playbooks that scale across ITSM, HR, Customer Service, and AIOps domains.
• Drive value realization through automation metrics (deflection %, MTTR reduction, CSAT lift, workflow coverage).
• Establish executive-level success plans and QBRs to align with customer transformation goals.

Requirements

• 10+ years of experience in Customer Success, Professional Services, or Strategic Account Management for enterprise SaaS.
• 5+ years of leadership experience managing and scaling high-performing customer-facing teams.
• Demonstrated success driving expansion and NRR within a portfolio of enterprise accounts.
• Strong executive presence and communication skills; proven ability to lead C-level conversations around AI, automation, and digital transformation.
• Deep experience in enterprise software adoption—ITSM, HR, Customer Experience, or AIOps strongly preferred.
• Familiarity with AI/ML, Generative AI, and automation technologies, with the ability to translate technical capabilities into business value.

Culture & Benefits

• Dynamic and fast-paced team.
• Employees are given a lot of responsibility and ownership of their work.
• Team members operate with a high degree of empathy for customers and each other.