Director, Customer Success

TL;DR

Director, Customer Success: Overseeing a team responsible for delivering world-class business and technical account management to hirify.global's clients, with an accent on building long-term relationships and improving product penetration. Focus on developing retention strategies, leading senior leaders to enhance support and delivery, and driving customer outcomes.

Location: Hybrid in Manila, Philippines (2 days in office, 3 days remote)

Company

hirify.global is a global leader in software products, providing solutions for extraordinary customer experiences, financial crime prevention, and public safety, excelling in AI, cloud, and digital technologies.

What you will do

• Lead and mentor a hybrid team of Professional Services Managers and Individual Contributors.
• Develop and execute retention strategies to meet or exceed targets.
• Partner with Sales to improve product penetration within existing customer portfolios.
• Collaborate with senior leaders to enhance overall support and delivery experience.
• Identify and institute new functional roles, process improvements, and KPIs.
• Oversee account assignments and provide coaching to the management team and advisors.

Requirements

• Bachelor’s Degree preferred or equivalent work experience is required.
• 12+ years of professional experience in customer service, contact center, and/or B2B technology.
• 5+ years management experience, including building and leading high-performing teams.
• Experience in leading remote teams is also preferred.
• Strong public presence for training and speaking engagements.
• This position may require travelling as needed.
• This is an "on call" position. You may receive calls 24x7 and are expected to be available unless otherwise engaged with another client or on a scheduled vacation.

Culture & Benefits

• Join an ever-growing, market disrupting, global company.
• Work in a fast-paced, collaborative, and creative environment.
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations.
• hirify.global-FLEX hybrid model, enabling maximum flexibility (2 office days, 3 remote days).
• Office days focus on face-to-face meetings, teamwork, and collaborative innovation.