Director Technical Support & Customer Success (SaaS)

TL;DR

Director, Technical Support & Customer Success (SaaS): Leading an integrated support and success organization for the EMEA region with an accent on operational excellence, team development, and driving customer value realization. Focus on managing cross-functional alignment, scaling support processes for enterprise customers, and fostering a high-performance culture.

Location: Must be based in Dublin, Ireland

Company

hirify.global (a Salesforce company) is a global leader in communication software focused on making work life simpler, more pleasant, and more productive.

What you will do

• Own the post-sales health of the EMEA business across technical support and customer success functions.
• Build, lead, and develop a high-performing team of Technical Support Engineers and Customer Success Managers.
• Drive operational excellence by meeting key metrics including customer satisfaction, time-to-resolve, adoption, and renewal rates.
• Act as an escalation point for high-severity customer issues and collaborate with Sales, Product, and Engineering departments.
• Represent the voice of the customer to leadership and influence strategic product and service improvements.
• Foster an inclusive, vibrant team culture while recruiting and retaining top-tier technical and customer-facing talent.

Requirements

• 10+ years in technical support or customer success managing complex enterprise issues.
• 5+ years in a leadership role managing both managers and individual contributors.
• Experience in a Cloud/SaaS software environment supporting global customers.
• BA/BS degree in a technical field or equivalent relevant experience.
• Willingness to travel for alignment with Sales and customers.
• Proven ability to manage multiple teams in enterprise-scale organizations.

Culture & Benefits

• Focus on a positive, diverse, and collaborative work environment.
• Opportunities for professional development, mentorship, and career growth.
• Participation in building innovative AI-driven workforce transformation solutions.
• Emphasis on transparency, humility, and daily improvement.
• Access to Salesforce resources and extensive benefits for work-life balance.