Director of Customer Success Strategy & Operations (AI/SaaS)

TL;DR

Director of Customer Success Strategy & Operations (AI/SaaS): Architecting and evolving the customer success operational strategy for an AI-powered platform with an accent on optimizing processes, systems, and insights for enterprise customers. Focus on translating bold ideas into flawless execution, driving innovative AI-first solutions, and ensuring unparalleled efficiency and impact at scale.

Location: Hybrid, New York City, NY

Salary: $212,500 - $250,000

Company

hirify.global is a rapidly growing company that provides an end-to-end AI platform for leading enterprises to orchestrate AI-powered work.

What you will do

• Architect and evolve the customer success operational strategy, refining organizational structures, roles, and KPIs.
• Drive the design and implementation of innovative, AI-first solutions for customer success operations.
• Build and maintain end-to-end operational architecture and data integrity across customer success systems.
• Lead the development and automation of executive-facing dashboards and reporting on critical KPIs like NRR and GRR.
• Collaborate with cross-functional partners in revenue operations, GTM systems, analytics, product, and finance.
• Serve as a strategic partner to the Chief Customer Officer, orchestrating operational cadences and managing complex projects.

Requirements

• 7+ years of progressive experience in go-to-market, customer success, or revenue operations, preferably in the B2B SaaS/AI space.
• Proven expertise in architecting and optimizing customer lifecycle management and operational workflows for enterprise clients.
• Deep technical proficiency with Salesforce as a source of truth.
• Advanced analytics tools experience (e.g., Omni, Tableau).
• Strong spreadsheet modeling skills (Excel/Google Sheets).
• Understanding of AI tooling.
• Must be based in our New York City hub for this hybrid role.

Culture & Benefits

• Generous PTO and company holidays.
• Comprehensive medical, dental, and vision coverage for you and your family.
• Paid parental leave (12 weeks) and fertility/family planning support.
• Health savings account (HSA) for eligible plans with company contribution.
• Annual work-life stipends for wellness and learning & development.
• Company-wide and team off-sites.
• Competitive compensation, company stock options, and 401k.