Director Customer Success (SaaS)

TL;DR

Director Customer Success (SaaS): Leading the North American Customer Success function for an AI-powered visual test automation platform with an accent on driving regional strategy, NRR, and long-term value realization. Focus on scaling the organization, leading senior-level teams, and influencing cross-functional outcomes for complex enterprise accounts.

Location: Must be based in the East Coast, US

Company

hirify.global is a global leader in AI-powered visual test automation, enabling enterprises to automate complex testing processes intuitively and at scale.

What you will do

• Define and execute regional Customer Success strategy aligned with global company objectives.
• Lead, develop, and coach a team of managers and senior Customer Success Managers.
• Drive retention, NRR, and expansion through proactive risk mitigation and value realization.
• Engage at the executive level with strategic accounts to ensure deep partnership alignment.
• Influence product, sales, and professional services strategy as the regional voice of the customer.
• Standardize operational best practices, tooling, and performance dashboards for scalability.

Requirements

• Must be based in the East Coast, US.
• Proven experience in Customer Success or Strategic Account Management leadership within a high-growth SaaS environment.
• Demonstrated success in leading teams of managers and senior individual contributors.
• Track record of owning and achieving retention and NRR targets for strategic enterprise portfolios.
• Experience managing complex enterprise customers, preferably in DevOps, QA, or automation industries.
• Proficiency with enterprise CRM and CS platforms like Salesforce and Gainsight.
• Strong executive presence with the ability to influence cross-functional stakeholders.

Culture & Benefits

• International work environment fostering collaboration and continuous learning.
• Emphasis on a people-first culture valuing empathy, respect, and human connection.
• Commitment to a growth-oriented mindset where change is driven and progress is prioritized.
• Fast-paced organization focused on speed, intent, and delivering measurable results.