Senior Director, Customer Success Strategy (Saas)

TL;DR

Senior Director of Customer Success Strategy (SaaS): Architecting and refining the strategy, processes, and insights that power Customer Success at scale with an accent on designing end-to-end customer workflows, driving Gainsight adoption, and evolving customer health models. Focus on strategic investment and proactive save or expansion plays to retain and expand revenue predictably while delivering a world‑class experience at every touchpoint.

Location: Must work three days per week in the office at 60 Madison Ave, New York, NY

Salary: $184,000 - $230,000

Company

hirify.global is a company on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it.

What you will do

• Design and optimize end‑to‑end Customer Success workflows, aligning them with hirify.global’s growth objectives.
• Serve as product owner and strategist for Gainsight, driving cross‑functional adoption and connecting utilization to commercial outcomes.
• Own the vision and evolution of hirify.global’s customer health model, integrating product engagement, clinical outcomes, and sentiment.
• Architect and lead the Executive Sponsor program to deepen senior‑level alignment with key accounts.
• Build and scale a Customer Reference program, matching referenceable customers to prospect opportunities and marketing initiatives.
• Lead and develop the Customer Success Support and Customer Success Associate teams, ensuring they operate as high-performing, scalable extensions of our CSM function.

Requirements

• 8+ years in Customer Success, CS Operations, RevOps, or related GTM functions in B2B SaaS; healthcare experience a plus.
• 5+ years administering or owning Gainsight (or similar CS platform) at scale.
• Proven track record designing and rolling out strategic customer health models, lifecycle processes, and executive sponsor/reference programs.
• Strong strategic thinking and project‑management skills.
• Data‑driven mindset with expertise in CRM/SFDC reporting and BI tools.
• Excellent written and verbal communication skills.

Culture & Benefits

• Health, Dental, Vision benefits start on your first day at Spring.
• Employer sponsored 401(k) match of up to 2% for retirement planning.
• Competitive paid time off policies including vacation, sick leave and company holidays.
• Parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.