Director of Customer Success (SaaS)

Location: Los Angeles, CA, United States

Base salary: $160,000–$185,000 USD per year, plus equity and benefits.

Company

hirify.global builds an AI-powered marketing intelligence platform for eCommerce brands, combining attribution modeling, marketing mix modeling, incrementality measurement, first-party data, and customizable dashboards.

What you will do

• Lead, mentor, coach, and scale the Customer Success Manager team, including hiring CSMs and Senior CSMs.
• Own the post-sales customer lifecycle strategy across onboarding, product adoption, customer health, retention, and advocacy.
• Define KPIs, reporting, team structures, career paths, and scalable operating processes.
• Collaborate with Sales, Media Strategy, Product, and Engineering to improve customer outcomes and create a customer feedback loop.
• Engage strategic customers as an executive sponsor, lead high-risk retention efforts, and support escalations.
• Identify opportunities to automate customer engagement, health tracking, and value realization through tools and workflows.

Requirements

• 8+ years of experience in Customer Success or similar customer-facing leadership roles in SaaS.
• 3+ years of people management experience and experience leading CSM teams.
• Experience supporting enterprise or high-growth eCommerce and ad tech customers.
• Strong strategic thinking, operational execution, communication, and executive relationship management skills.
• Comfort with project management and CRM tools such as HubSpot, plus customer analytics and data-driven decision-making.
• Familiarity with marketing and ad tech concepts, including campaigns, ad platforms, UTMs, and attribution models.

Nice to have

• Experience in marketing, marketing technology, or ad tech companies.
• Understanding of Facebook Ads Manager, Google Analytics, TikTok Seller Center, or similar ad buying and tracking platforms.
• Bachelor’s degree or similar experience.

Culture & Benefits

• Remote-friendly company with physical offices in San Francisco and Los Angeles.
• Equity package and comprehensive medical, dental, and vision coverage.
• 401(k) plan, flexible PTO, and 12 company-paid holidays.
• 12 weeks of paid parental leave.
• $500 work-from-home stipend.

Hiring process

• Typically starts with a 30-minute recruiter interview, followed by a video interview with the hiring manager.
• Includes a role-specific video interview and video or onsite interviews with team members.
• Final interview with the CEO/co-founder; the full process usually includes 5–7 interviews and requires approximately 5–8 hours.