Director of Customer Success (SaaS)

TL;DR

Director of Customer Success (SaaS): Leading retention, expansion, and post-sale system design for a fast-growing SaaS company with an accent on architecting scalable operating models for 200+ accounts. Focus on driving Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and building a forecastable expansion pipeline through standardized processes and automation.

Location: Hybrid in Boston, MA

Compensation: $190,000–$240,000 OTE + Equity

Company

hirify.global is a fast-growing SaaS company that recently raised a Series A round, focused on scaling and building durable systems for long-term retention and revenue growth.

What you will do

• Drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets.
• Design and deploy scalable CS operating models with differentiated engagement strategies.
• Automate onboarding and renewal workflows to support 200+ accounts.
• Implement an Executive Business Review (EBR) framework for enterprise customer success.
• Deliver time-to-first measurable value in under 60 days and identify risk signals.

Requirements

• 5+ years in Customer Success, Account Management, or Post-Sale Revenue leadership.
• Proven track record of driving NRR ≥ 110% in a B2B SaaS environment.
• Experience building or re-architecting CS functions for scale.
• Strong comfort with automation, AI tooling, and system design.
• Must be able to work in a hybrid format in Boston, MA.

Nice to have

• Experience working with enterprise customers.
• Executive presence and comfort engaging senior stakeholders.
• Strong analytical mindset with experience in health scoring, segmentation, and revenue forecasting.

Culture & Benefits

• Competitive base + commission structure and equity participation.
• Comprehensive health, dental, and vision coverage.
• 401(k) and generous PTO.
• Flexible hybrid schedule and professional development support.
• High-growth environment with real ownership and impact.