Director, Customer Success

TL;DR

Director, Customer Success: Lead and scale the Customer Success function, building best practices and shaping the post-sale motion with an accent on accelerating adoption and expansion within the Enterprise customer base. Focus on defining customer success strategy, ensuring customer growth, and establishing the company as the industry standard for modern media-creation workflows.

Location: Remote | San Francisco, CA | Montreal, CA

Salary: $140,000-$180,000/year

hirify.globalion">Company

hirify.global is building a simple, intuitive, fully-powered editing tool for video and audio — an editing tool built for the age of AI.

What you will do

• Manage, mentor, and grow a team of Customer Success Managers responsible for onboarding, adoption, retention, and expansion across strategic Enterprise accounts.
• Build scalable CS programs, processes, and playbooks for onboarding, adoption, renewal, expansion, and risk mitigation.
• Oversee executive-level engagement strategies and ensure CSMs are positioned as trusted advisors to our most strategic accounts.
• Serve as a senior voice of the customer across Product, Engineering, Design, Marketing, and Support.
• Improve onboarding experiences, customer education programs, and internal enablement materials.

Requirements

• 8–10+ years in Customer Success, including 3+ years leading CSM teams at high-growth SaaS companies.
• Demonstrated success building CS programs, processes, and playbooks in fast-moving or early-stage environments.
• Proven track record driving retention, adoption, and expansion within Enterprise (5,000+ employee) organizations.
• Experience partnering closely with Sales to align on strategies for growth and long-term customer value.
• Strong executive communication skills, with the ability to influence stakeholders from practitioner to C-suite.
• Comfort leading both strategic high-touch engagements and more scalable low-touch motions.

Nice to have

• You’ve led Customer Success at an early-stage or rapidly scaling startup before.
• Familiarity with video/audio production workflows and tools (Adobe Creative Suite, Pro Tools, Final Cut Pro, etc.).
• Deep understanding of media, content creation, or creative tooling environments.
• Experience managing or influencing expansion motions and revenue outcomes.
• Proficiency with tools like Salesforce, Vitally/Gainsight, or similar CS platforms.

Culture & Benefits

• Generous healthcare package and 401k matching program.
• Flexible vacation time.
• Opportunities throughout the year for in person collaboration.
• Flexible hybrid roles.
• Equal opportunity workplace.