Director, Customer Success Operations

TL;DR

Director Customer Success Operations (AI): Lead and optimize customer success operations with an emphasis on integrating AI and automation to scale processes and enhance customer engagement. Focus on driving strategic initiatives, data-driven decision-making, and deploying AI-powered solutions to improve customer outcomes and operational efficiency.

Location: United States

Company

hirify.global is a product company specializing in software analytics and operational intelligence.

What you will do

• Drive customer retention, expansion, onboarding, and adoption programs with forecasting and sales tools development.
• Facilitate Quarterly Business Reviews and maintain business metrics and reporting.
• Support Professional Services with forecasting, bookings, and KPIs management.
• Analyze and reconcile reports and data issues across platforms like SFDC, Gainsight, and Clari.
• Identify and implement process improvements and AI-driven initiatives to streamline operations.
• Build and maintain an AI/automation roadmap to integrate emerging technologies into customer success workflows.

Requirements

• Must have 8-10+ years professional experience including 5+ years in Customer Success and 3+ years in management.
• Must be located in the United States.
• Strong understanding of customer success processes, metrics, and operational excellence.
• Analytical, problem-solving, organizational, and time management skills.
• Experience with cross-functional collaboration and matrixed environments.
• Proficiency with Google Suite, MS Excel, Salesforce, Slack, and analytical tools like Looker.
• Hands-on experience and interest in AI technologies, automation platforms, and agentic tooling.
• Bachelor’s degree in Business Administration, Finance, Accounting, or equivalent experience.

Nice to have

• Experience with Gainsight or other Customer Success software.
• Knowledge of accounting principles including invoicing and revenue recognition.
• Experience implementing AI/ML-driven tools in customer success or revenue operations.
• Familiarity with LLM platforms, agentic AI frameworks, and workflow automation tools like Zapier, Workato, LangChain.

Culture & Benefits

• Fast-paced, rapidly changing environment requiring adaptability and flexibility.
• Data-driven culture with emphasis on continual process and tool improvement.
• Collaborative team environment focused on operational excellence and innovation.