Vice President of Customer Success

TL;DR

Vice President of Customer Success: Leading the customer success organization to drive value realization, renewals, and expansion across all customer segments, with an accent on improving NDR and commercial discipline. Focus on architecting scalable CS operating models, building a world-class leadership team, and ensuring predictable execution grounded in customer ROI.

Location: Hybrid (in-office 3 days per week) in Austin, TX or Menlo Park, CA

Salary: $225,000–$300,000 USD a year

Company

hirify.global is transforming sales performance by revolutionizing incentive compensation management and expanding its platform to solve broader sales planning challenges.

What you will do

• Own Gross Revenue Retention (GRR), Net Dollar Retention (NDR), renewal forecast accuracy, and commercial discipline.
• Build and execute a roadmap to achieve 110%+ NDR through churn reduction and value-led renewals.
• Evolve the Customer Value Journey, guiding customers from adoption to ROI realization and modernization.
• Lead and coach a world-class Customer Success leadership bench across multiple segments.
• Redesign the CS operating model for scale and consistency, partnering on health scoring and risk frameworks.
• Develop deep expertise in hirify.global’s multi-product platform and translate customer insights into roadmap prioritization.

Requirements

• 12+ years in post-sales or Customer Success leadership, including 5+ years leading multi-segment organizations in enterprise SaaS.
• Direct ownership of renewals and expansion quotas with a track record of improving NDR.
• Experience designing and scaling CS operating models (digital/tech-touch, enterprise high-touch, pooled MM/SMB).
• Deep experience leading CS through multi-product expansion and building outcome-based customer engagement frameworks.
• Strong operational acumen in forecasting, metrics, systems design, and risk management.
• Executive presence with the ability to coach teams and influence C-suite customers through value-centric storytelling.

Culture & Benefits

• 100% medical, dental, and vision covered (75% for dependents) for US-only.
• Flexible vacation days and quarterly mental health days.
• One-time expense on 1-year work anniversary.
• Annual stipends for professional development and caretaking.
• 401k plan for US-only.
• Newest Apple products.
• Employee Resource Groups (ERGs) to support diversity and inclusion.

Hiring process

• hirify.global participates in E-Verify to confirm employment eligibility in the United States.
• The company may use AI tools to support parts of the hiring process.