Director of Customer Success

TL;DR

Director of Customer Success: Building and scaling a global Customer Success function with an accent on unifying execution across regions, refining operational foundations, and driving customer adoption, retention, and growth. Focus on designing the organizational structure for rapid global scaling, improving NRR/GRR, and influencing the product roadmap based on customer insights.

Location: Onsite in Boston, MA

Company

hirify.global is a post-Series B company specializing in innovative network assurance and automation solutions for enterprises, rapidly expanding across Europe and the U.S.

What you will do

• Lead and develop a global customer success team, unifying execution across US and EU regions.
• Refine operational foundations including onboarding frameworks, health scoring, and Salesforce data standards.
• Ensure customer onboarding success and maximize value extraction from solutions.
• Build strong relationships with key stakeholders and customers, collaborating with Sales and Marketing.
• Develop strategies for customer retention and identify upsell/cross-sell opportunities.
• Advocate for customer enhancements and drive a culture of continuous improvement.

Requirements

• Proven experience in a customer success leadership role within the tech industry, building and scaling successful customer success teams and processes.
• Track record of proven success within the large enterprise segment, ensuring adoption.
• Strong experience in network infrastructure or network automation.
• Ability to design and refine CS organizational structure to support rapid global scaling.
• Experience recruiting, mentoring, and elevating a team of CSMs.
• Proficiency in driving Net Retention Rate (NRR) and Gross Retention Rate (GRR) by standardizing Executive Business Reviews (EBRs) and health-scoring models.

Culture & Benefits

• Opportunity to pioneer change in network automation within a founder-led startup.
• Collaborative and customer-focused environment with autonomy for impactful decisions.
• Flexible environment prioritizing work-life balance and growth opportunities.
• 25 days of paid time off.
• Health, Dental, and Vision Insurance, with an employer-matched 401(k) plan.
• ClassPass Wellness Program and Anniversary Rewards.