Senior Director, Customer Success Management

TL;DR

Senior Director, Customer Success Management: Designing and operationalizing a scalable, data-informed Customer Success strategy that drives retention, growth, and advocacy across all customer segments with an accent on leading CSM and Renewals teams. Focus on identifying and mitigating churn risks, expanding revenue through new use cases, and driving measurable improvements in product adoption and customer satisfaction.

Location: Remote (United States | Canada)

Salary: $173,000–$233,000 USD (USA-based) or $170,000–$230,000 CAD (Canada-based)

Company

hirify.global is a leading cybersecurity company specializing in Extended Access Management, serving over 180,000 businesses globally.

What you will do

• Lead, grow, and develop the Customer Success Management and Renewals teams, setting strategy and OKRs.
• Analyze customer health data across 175k+ businesses to identify and mitigate risks.
• Expand revenue by identifying new use cases, seat expansion, and cross-sell opportunities.
• Drive measurable improvements in product adoption, utilization, and customer satisfaction (NPS/CSAT).
• Develop and operationalize playbooks and standardized frameworks for CSM teams and renewals.
• Represent the voice of the customer, influencing internal stakeholders with qualitative and quantitative proof points.

Requirements

• 10+ years of Customer Success experience within the tech industry or in a fast-paced, global environment.
• Minimum of 5 years leading large-scale Customer Success organizations (50+ employees), including multiple layers of management.
• Proven success designing and scaling Customer Success organizations across SMB to Enterprise.
• Experience leading through managers, mentoring great talent and developing high-performing teams.
• Ability to architect service and support delivery models that align with customer segments and scale with growth.
• Executive presence with the ability to engage and influence C-level customers and cross-functional peers.
• Strong analytical and operational mindset, skilled at using data, experimentation, and metrics to inform decisions and measure impact.
• Proficiency with Salesforce, Gainsight, and data visualization tools.

Culture & Benefits

• Remote-first work environment, but occasional travel to Canada, USA, and/or EMEA required.
• Remote work means working from your home country (United States or Canada).
• Competitive health benefits, maternity and parental leave top-up programs, and generous PTO policy.
• RSU program, retirement matching program, and a free hirify.global account.
• Emphasis on collaboration, clear and transparent communication, and alignment with core values.
• Focus on leveraging cutting-edge technology, including AI, to achieve the company's mission.