Director, Customer Success (SaaS)

TL;DR

Director, Customer Success (SaaS): Leading a team to drive customer adoption, value realization, and retention for an AI-powered identity trust platform with an accent on scalable operating rhythms and enterprise account governance. Focus on improving retention rates, coaching high-performing CSMs, and integrating AI-enabled workflows to optimize the customer journey.

Location: Remote (US)

Salary: $158,000 - $195,000 USD

Company

hirify.global is an AI-driven identity trust platform providing continuous identity verification and deepfake detection across voice, video, and digital interactions for major enterprises.

What you will do

• Lead a frontline team to drive subscription utilization, use case adoption, and long-term retention.
• Develop proactive engagement strategies to monitor customer health and mitigate churn risks.
• Hire and coach a high-performing Customer Success team, fostering a culture of accountability.
• Act as a senior escalation point for strategic enterprise customers and executive stakeholders.
• Collaborate with Sales, Product, and Marketing to align the product roadmap with customer feedback.
• Implement data-driven operating cadences using Gainsight, Salesforce, and AI tools.

Requirements

• 10+ years of experience in Customer Success, Account Management, or Customer Experience.
• 3+ years of people leadership experience managing customer-facing teams.
• Proven success managing enterprise and strategic accounts.
• Experience building repeatable playbooks and processes in a scaling environment.
• Proficiency with Gainsight, Salesforce, and data reporting tools.
• Must be based in the US

Nice to have

• Industry experience in security, fraud, CCaaS, identity, or enterprise SaaS.
• Comfort using AI tools to improve team productivity and customer experience.

Culture & Benefits

• Unlimited PTO to ensure rest and balance.
• Wellness programming and team-building events.
• Opportunity to work with cutting-edge AI technology in the identity trust space.
• Annual discretionary bonus eligibility.