Director Enterprise Customer Success Management

TL;DR

Director Enterprise Customer Success Management (Customer Support): Leading and developing a team of Enterprise Customer Success Managers to drive business outcomes and maximize customer investment in hirify.global SaaS solutions with an accent on team leadership, customer relationship management, and operational excellence. Focus on managing complex customer success programs, reducing churn, and collaborating cross-functionally to ensure customer satisfaction and growth.

Location: Remote within the United States with hybrid option for candidates within 50 miles of San Ramon, CA office

Salary: $112,560 - $174,440 USD

Company

hirify.global is a leading provider of cloud contact center software, delivering innovative SaaS solutions worldwide with a strong commitment to diversity and inclusion.

What you will do

• Lead, mentor, and grow a team of Customer Success Managers to maximize customer investment in hirify.global solutions.
• Manage competing priorities and anchor team performance to global Customer Success OKRs.
• Develop and implement best practices for enterprise customer success and oversee complex implementations.
• Build and maintain strong, trusted relationships with key customer stakeholders and internal partners.
• Execute strategies to reduce customer churn and increase customer lifetime value.
• Provide operational management, reporting, and recruitment to build a high-performing team.

Requirements

• Must have 10+ years in customer success for technology companies and 5+ years managing teams.
• Strong knowledge of contact center or related SaaS technology and account management skills.
• Excellent communication, negotiation, and leadership skills with ability to influence at executive and C-level.
• Ability to manage multiple complex projects with attention to detail.
• Must be self-directed, motivated, and able to travel up to 50% of the time.
• Bachelor's degree or equivalent required.

Culture & Benefits

• 100% employee health, dental, and vision coverage from day one with shared dependent costs.
• Short & Long-Term Disability, Basic Life Insurance, and 401k with employer matching.
• Access to mental health support platform including therapy and coaching.
• Generous employee stock purchase plan and paid time off including parental leave.
• Supportive, diverse, and inclusive team culture.