Senior Director, Customer Success

TL;DR

Senior Director, Customer Success (SaaS): Driving adoption, delivering value, and ensuring customer retention through scaled digital programs, high-touch enterprise engagement, and AI-powered systems. Focus on designing systems, coaching managers, and owning executive relationships with strategic customers.

Location: Americas Remote

Salary: $200,000 - $220,000 (or equivalent in local currency)

Company

hirify.global powers automated communication that people actually want to receive, helping teams send smarter, more relevant messages using real-time behavioral data.

What you will do

• Own NRR, retention, and onboarding outcomes across the Customer Success organization.
• Build and scale CS through AI, automation, and systems thinking.
• Own relationships with strategic accounts, leading executive QBRs and C-level conversations.
• Design and evolve engagement models across customer segments.
• Hire, coach, and develop CS managers and ICs into a high-performing team.
• Partner with Sales, Product, Engineering, and Marketing to close feedback loops.

Requirements

• 10+ years in Customer Success or related customer-facing roles, with at least 5 years in senior leadership (Director/Senior Director).
• Proven track record driving NRR, retention, and adoption outcomes at a B2B SaaS company.
• Hands-on experience with AI and automation in a CS context.
• Strong executive presence.
• Demonstrated ability to scale CS programs.
• Strong operational acumen.

Culture & Benefits

• Inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family.
• Offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, and a professional development budget.
• Believe in empathy, transparency, responsibility, and a little awkwardness.

Hiring process

• 30-minute video-call with Recruiter.
• 45-minute video-call with Hiring Manager.
• 3 x 45-minute interviews with potential team members.
• 60-minute Case Study + Review Call.