Head Of Customer Success (Cybersecurity)

TL;DR

Head of Customer Success (Cybersecurity): Own the entire customer journey from trial onboarding to day-to-day support through complex technical escalations and strategic account health with an accent on cybersecurity and ad technology. Focus on building systems, operating with autonomy, and leading a team that blends customer empathy with deep technical investigation.

Location: Must be based in the United States

Salary: $180K – $250K

Company

hirify.global is cybersecurity built for advertising, securing the ad economy from the inside out with real-time intelligence and precise controls.

What you will do

• Build cohesion across Customer Success, Technical Escalation, and Sales Engineering into a single team.
• Lead and develop the CS function; own retention, NPS, churn risk, and time to resolution metrics.
• Own the Sales Engineering function, defining clear operating agreements with Sales on SE resource allocation.
• Drive cross-functional investigations from customer report through root cause analysis to resolution.
• Partner with the leadership team on a cross-functional strategy.
• Co-own the customer-to-product feedback loop and participate product/engineering planning as the voice of the customer.

Requirements

• 10+ years in customer-facing roles in B2B/Enterprise SaaS, with 5+ years managing teams of 5–15 across support, success, or technical operations.
• Comfort operating as a player-coach: strategic enough to build systems, hands-on enough to step into escalations and customer situations directly.
• Proven experience setting clear performance expectations, running performance management, and coaching team members across varying skill levels.
• Track record of building escalation tiers, setting SLAs, and holding teams accountable.
• Strong interest in cybersecurity and ad tech domain and significant background in a technically complex product domain where customer issues require deep cross-functional investigation.
• Strong communication: you own the customer communication playbook and cross-functional strategy documents.

Nice to have

• Deep familiarity with the ad tech ecosystem (SSPs, DSPs, publishers, ad networks); direct experience at or with an SSP, DSP, or ad tech solutions provider strongly preferred.
• Experience in cybersecurity: malware analysis, threat intelligence, incident response, or security operations.
• Experience as the first or second senior CS hire at a company of 30–200 employees.
• Familiarity with customer health scoring models and data-driven proactive intervention.
• Experience building and scaling cross-functional teams into a cohesive structure.

Culture & Benefits

• Fully Remote
• Unlimited Paid Time Off
• Exceptional Health Care Plans (Medical, Dental & Vision)
• 401(k) Plan with Automatic Employer Contribution
• Learning & Development Budget
• Free Global Co-Working Membership