Customer Success Director/Manager (AI)

TL;DR

Customer Success Director/Manager (AI): Overseeing and scaling customer success operations for an AI-driven sales platform with an accent on customer lifecycle ownership, retention, and NRR. Focus on defining engagement models, driving forecasting accuracy, and cross-functional leadership to align CS with product, engineering, and sales.

Location: Hybrid. Ideally based in the Greater Vancouver area, Canada, for in-person office collaborations. Must be prepared to work standard business hours in the Pacific Time Zone.

Company

hirify.global is an advanced conversational AI platform that automates and scales sales operations by delivering personalized sales calls, demos, and follow-ups in real time across multiple languages.

What you will do

• Own customer onboarding, handoffs, and lifecycle playbooks from close to renewal.
• Define and own KPIs across all Customer Success functions, including adoption, health, churn, NRR, and renewals.
• Lead, hire, and scale the Customer Success team, coaching CSMs, Support, and Solution Engineering.
• Develop and implement churn prevention strategies and identify early risks, partnering with Sales on expansion readiness.
• Act as the voice of the customer internally, aligning CS with Product, Engineering, and Support.
• Own Customer Success tooling and data hygiene, ensuring consistent documentation and operational discipline.

Requirements

• 5+ years leading Customer Success, Account Management, or Post-Sales teams.
• Experience managing multi-function Customer Success organizations (CSMs, Support, SEs).
• Proven track record of improving retention and Net Revenue Retention (NRR).
• Strong operational and KPI-driven leadership with a hands-on, customer-facing style.
• Ability to analyze data, multitask in a fast-paced environment, and possess strong communication skills.
• Fluent in English (spoken and written).

Nice to have

• Experience in SaaS or AI-driven platforms.
• Built or scaled CS teams in a growth-stage company.
• Experience owning renewals and expansion motions.
• Familiarity with health scoring, renewal forecasting, and churn modelling.
• Experience supporting enterprise or mid-market customers.

Culture & Benefits

• Exciting and dynamic environment with great leadership and growth opportunities for personal development.
• Comprehensive training program and regular performance reviews to facilitate success.
• Competitive compensation based on experience and proven abilities.
• Great referral programs with incentives and bonuses.
• Global workforce of multi-cultural and talented colleagues.
• Corporate headquarters in beautiful Vancouver, British Columbia, Canada.

Hiring process

• Submit an updated resume in English (PDF or Word formats only), quoting the position title in the subject line of your cover letter.