Director, Customer Success

TL;DR

Director, Customer Success: Leading a Customer Success team that works directly with Case Management customers across the full customer lifecycle with an accent on customer activation, onboarding, adoption, engagement, value achievement, retention, and expansion. Focus on people management, data-driven decision-making, and building scalable customer success programs.

Location: Remote (United States, Canada)

Salary: $143,000 - $175,000 w/15% annual bonus

Company

hirify.global exists to propel every doer of good to their peak impact, providing end-to-end solutions and supporting a unique network of over 20,000 customers.

What you will do

• Define, implement, and maintain customer journey playbooks to orchestrate customers’ journey toward achieving their desired outcomes.
• Develop your team's organizational change management expertise to guide customers through adopting products.
• Foster a company-wide culture of Customer Success and contribute to a customer feedback loop.
• Work with Customer Success colleagues to create and refine dashboards and reporting to measure customer health and success.
• Recruit, groom, and inspire a world-class team.
• Achieve operational excellence by continuously communicating metrics to the team and analyzing them for executive stakeholders.

Requirements

• Experience in a Customer Success managerial role responsible for revenue retention (GRR/NRR) within a SaaS environment serving SMB and Mid-Market customers.
• Demonstrated ability to build and execute retention strategies at the portfolio level.
• Experience preparing and presenting capacity planning models and forecasts to senior leadership.
• Proven ability to build and operate Scaled or Tech-Touch CS models.
• Strong people management skills, with experience leading teams through organizational change.
• At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.

Culture & Benefits

• Foster an inclusive, equitable culture where every team member belongs and contributes to meaningful impact.
• Innovating with a higher purpose: to increase giving to 3% of US GDP by 2033.
• Comprehensive benefits package that supports your health, well-being, and growth.