Vice President, Customer Delivery

TL;DR

Vice President, Customer Delivery: Leading the post-sale, customer-facing organization across Support, Implementation, and Customer Success, with an accent on defining CX strategy, building scalable systems, and delivering outcomes in retention, expansion, and satisfaction. Focus on aligning CX with Product, Engineering, Sales, Marketing, Finance, and Operations to accelerate growth and elevate the customer experience.

Location: This is a Utah-based hybrid position which will require some regular in-office days each week. Employment with hirify.global is contingent on passing both a background and credit check.

Company

At hirify.global, we're building a people intelligence platform that transforms HR and sets people free to do great work.

What you will do

• Own and define the post-sale CX strategy and operating model across Support, Implementation, and Customer Success, including a multi-year roadmap for growth and international expansion.
• Set and deliver against company-level outcomes for MRR retention, churn, onboarding time-to-value, CSAT/NPS, product adoption, deflection, and cost-to-serve.
• Establish a unified customer journey and playbooks from onboarding through renewal/expansion, ensuring crisp handoffs and closed-loop feedback.
• Lead and grow a team of directors and their organizations, building a high-trust, high-accountability culture aligned with hirify.global values.
• Serve as the executive voice of customer, translating insights into product, policy, and process decisions and partnering cross-functionally.
• Design scalable processes, capacity models, workforce management, and knowledge/education motions, driving AI-enabled efficiency across CX tooling.

Requirements

• Proven success leading scaled, post-sale, customer-facing organizations across Support, Implementation/Services, and Customer Success in B2B SaaS.
• Experience as a leader-of-leaders, building high-performing, inclusive teams and coaching directors.
• Track record of improving CSAT, retention, adoption, time-to-value, and cost-to-serve through process design and data-driven execution.
• Executive-level influence to translate voice-of-customer and analytics into product, policy, and investment decisions.
• Working knowledge of modern CX stacks (e.g., Salesforce Service Cloud, Gainsight) and safe AI practices.
• Hybrid position based in Utah, requiring regular in-office days each week.
• Must pass a background and credit check.

Nice to have

• HCM/Payroll domain experience.

Culture & Benefits

• People-first culture focused on empowering meaningful work.
• Hybrid flexibility with 3 days/week in-office.
• Comprehensive health, life, and disability insurance.
• Generous leave policies: 4 weeks vacation, 12 company holidays, parental leave, volunteer time off.
• 401k plans with up to 6% company match.
• $2000 Paid-Paid Vacation bonus and EAP through Headspace.

Hiring process

• Background and credit check required post-offer.
• AI used as an assistant in candidate data processing, with human oversight for final decisions.