Director, Customer Success (AI)

TL;DR

Director, Customer Success (AI): Leading and scaling a Strategic Customer Success team to drive growth, retention, and long-term value for high-value customers with an accent on developing customer success strategy and leveraging AI and automation for team effectiveness. Focus on leading and mentoring senior-level talent, navigating ambiguity in GTM transitions, and ensuring clients realize the impact of hirify.global's solutions.

Location: Remote (United States). Requires 25%+ travel for team meetings, customer meetings, training, or company events.

Salary: $178,400–$195,000 USD annually, plus annual bonus and equity.

Company

hirify.global is an AI-powered product company providing a CustomerOS platform for customer retention, growth, learning, adoption, and community connection.

What you will do

• Develop and communicate customer success strategy aligned with GTM strategies and company objectives.
• Lead, mentor, and scale a team of Customer Success Managers focused on large accounts.
• Innovate by leveraging AI and automation to enhance team effectiveness and customer value.
• Establish and monitor key metrics (KPIs, CAC, LTV, NRR) to assess customer health and team performance.
• Provide consultative guidance to customers, ensuring optimal use of the hirify.global platform and swift resolution of challenges.
• Collaborate cross-functionally with Sales, Product, Marketing, and Support teams to ensure seamless customer journeys.

Requirements

• 8+ years of experience in customer success, account management, or related fields, with at least 5 years in a leadership role managing and developing high-performing teams, including Senior CSMs or Enterprise Success Leaders.
• Proven experience working with global customers.
• Proven ability to coach and develop senior-level talent.
• Demonstrated ability to navigate ambiguity and adapt to changing strategies.
• Track record of success in driving customer retention, satisfaction, and expansion in a B2B SaaS environment.
• Strong analytical skills and cross-functional mindset.

Culture & Benefits

• Comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, and 401(k) plan.
• Access to coworking spaces globally and dedicated Recharge Holidays (one long weekend each quarter).
• hirify.global’s equity program and an annual bonus.
• $10,000 lifetime fertility stipend.
• Culture guided by Human-First values, fostering collaboration, curiosity, and continuous learning.