Senior Director, Customer Success Product Portfolio Management (AI)

TL;DR

Senior Director, Customer Success Product Portfolio Management (AI): Driving the financial re-engineering and monetization of the Customer Success organization with an accent on designing and implementing frameworks for commercial and operational excellence and leveraging AI-driven insights. Focus on leading the adoption of emerging technologies like AI/ML to transform and optimize CS operations.

Location: Remote (US)

Salary: $207,600–$594,600 USD (depending on US geographic zone)

Company

hirify.global is the #1 global market leader in data resilience, providing data backup, recovery, portability, security, and intelligence to over 550,000 customers worldwide.

What you will do

• Develop and champion a long-term product vision and roadmap for Customer Success, focusing on support and experience.
• Translate customer insights, market trends, and data into actionable features and service enhancements.
• Lead the adoption of emerging technologies, particularly AI/ML (e.g., chatbots, automation, predictive analytics), to transform CS operations.
• Partner with Engineering, Marketing, Sales, and Support leaders to ensure seamless execution of the Customer Success strategy.
• Define and monitor KPIs, leveraging data to measure impact and continuously refine strategies for growth, retention, and customer value.
• Oversee the full lifecycle of Customer Success products and services, ensuring measurable business outcomes.

Requirements

• 15+ years of experience in Customer Success, Product Management, Product Strategy, or related enterprise SaaS/technology roles.
• Demonstrated technical acumen with the ability to collaborate closely with engineering, deployment, and technical leadership teams.
• Proven success managing the lifecycle of service offerings, including pricing, packaging, and GTM strategy.
• Strong financial acumen with hands-on P&L ownership and business case development for services or product lines.
• Experience leading CS monetization and transformation initiatives, leveraging product management methodologies.
• Operational leadership in establishing and tracking OKRs, KPIs, and applying analytics for data-driven decisions.

Culture & Benefits

• Unlimited paid time off, 12 paid holidays, plus 4 extra global hirify.globale Days and 24 paid volunteer hours annually.
• Paid parental leave: 8 weeks for all parents, 16 weeks for birthing parents.
• Medical, dental, and vision coverage starting on your first day.
• Mental health support, therapy sessions, and digital wellness tools via Employee Assistance Program.
• 401(k) retirement plan with company matching contributions.
• Fertility, adoption, and surrogacy support through Maven.