Director Of Customer Success

TL;DR

Director of Customer Success (SaaS): Leading customer success teams to maximize customer value, retention, and loyalty, developing customer-centric strategies. Focus on customer engagement, onboarding programs, analyzing customer health, and driving product improvements to reduce churn and increase customer lifetime value.

Location: Remote, must reside in the United States

Salary: Not specified

Company

hirify.global builds world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions.

What you will do

• Lead and manage a team of 6-10 direct reports, recruiting, training, and mentoring customer success managers.
• Develop and implement customer success strategies including onboarding, engagement, and retention programs.
• Foster strong customer relationships, turning satisfied clients into advocates, and identify opportunities for upsell and cross-sell.
• Translate strategy into performance requirements, processes, metrics, and technology.
• Work closely with product, sales, marketing, and other departments to ensure unified and positive customer experiences.
• Monitor customer health metrics, analyze customer feedback, and use data to inform strategic decisions and product enhancements.

Requirements

• 5 to 7 years in a SaaS environment leading a Customer Success Team.
• Proficient in Microsoft Office Suite, specifically Excel and PowerPoint.
• Knowledge of customer service practices and technical aptitude to learn software programs.
• Analytical and data-driven analysis skills to optimize renewals, churn, upgrades, and upsells.
• Effective communication, presentation, and management skills.
• Must reside in the United States.

Nice to have

• Experience developing and managing customer success programs at scale through automation.
• Experience leading both a named portfolio and team-based customer success approach.
• Experience with CRM software such as Salesforce and Tech-CSM solutions such as Gainsight or Totango.

Culture & Benefits

• Thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture.
• Centered around great people practices, learning opportunities, and having fun.
• Ideal blend of entrepreneurial spirit and enterprise investment.
• Rapid pace with some of the most complex, leading-edge technologies available.