Director of Customer Experience (SaaS)

TL;DR

Director of Customer Experience (SaaS): Leading the strategy and operations of the Digital Adoption team to drive customer satisfaction and product adoption with an accent on AI-first operational excellence. Focus on scaling high-performing global teams and designing proactive support frameworks to maximize user value.

Location: United States. Unable to sponsor employment visas for this role.

Salary: $180,000 – $215,000

Company

hirify.global is building a converged AI workspace to unify tasks, docs, chat, and calendars, aiming to make the world more productive.

What you will do

• Execute the vision and strategy for the Digital Adoption program.
• Lead and mentor a high-performing global team of managers and specialists.
• Develop and track KPIs to measure team performance and customer success.
• Partner with GTM teams to design and improve support services that reinforce customer health.
• Implement an AI-first approach to optimize operational efficiency and scalability.
• Analyze customer engagement data to identify trends and drive proactive support campaigns.

Requirements

• 8+ years of experience in customer experience, customer success, or support leadership, preferably in SaaS.
• Demonstrable success leveraging AI to drive operational impact and scalability.
• Proven track record of managing and scaling high-performing global teams.
• Strong understanding of support service models and proactive support strategies.
• Data-driven mindset with experience analyzing metrics to inform decisions.
• Must have valid US work authorization (no visa sponsorship available).

Culture & Benefits

• AI-forward environment pioneering the future of work.
• Culture rooted in ambition, grit, and a passion for improving productivity.
• Focus on potential impact and individual professional growth.
• Equal Opportunity Employer.