Managing Director (Client Success)

TL;DR

Managing Director (Client Success): Leading and scaling a global Digital Client Success organization focused on delivering personalized and automated client experiences at scale. With an accent on strategy, technology enablement including AI and automation, and operational excellence. Focus on building high-performing teams, driving client retention and growth, and aligning cross-functional stakeholders.

Location: Hybrid in London or New York with at least 4 days in office per week

Company

hirify.global is a global investment management corporation dedicated to helping clients achieve financial well-being through innovative financial solutions and employee development.

What you will do

• Define and lead client success strategy balancing personalization and automation for thousands of clients globally
• Recruit, develop, and scale a global high-performing Client Success team with clear career paths
• Establish scalable processes for onboarding, adoption, renewal, and expansion
• Implement and champion digital client experience platforms, automation, and AI
• Track and analyze success KPIs to inform continuous improvement
• Collaborate cross-functionally with Product, Sales, and Marketing to align client feedback and growth initiatives

Requirements

• Location: Must be able to work hybrid in London or New York with majority office presence
• 15+ years leadership experience in Client Success or Customer Experience in SaaS or tech-enabled services
• Proven experience building and scaling global Client Success organizations
• Strong background in technology-enabled customer engagement including automation and AI
• Exceptional leadership, communication, and executive presence
• Experience in fast-paced, high-growth environments

Culture & Benefits

• Retirement investment tools and financial planning support
• Education reimbursement and learning opportunities
• Comprehensive physical and emotional well-being resources
• Family support programs
• Flexible Time Off (FTO) policy
• Hybrid work model supporting collaboration and flexibility