Director, Global Customer Success Service Provider (SaaS)

TL;DR

Director, Global Customer Success Service Provider (SaaS): Leading a global team of CSMs for the Service Provider vertical to ensure high retention and growth with an accent on GRR/NRR and strategic executive relationship management. Focus on designing success processes for the world's largest networks and translating the unique needs of backbone operators into actionable product requirements.

Location: Remote (Must be based in the United States)

Salary: $200,000 - $230,000 OTE

Company

hirify.global is a network intelligence platform for modern infrastructure teams, providing real-time visibility and observability for complex networks from data centers to the cloud.

What you will do

• Lead a global team of Customer Success Managers dedicated to the Service Provider vertical.
• Develop and execute a comprehensive strategy to drive Gross and Net Revenue Retention (GRR/NRR).
• Build executive relationships with global ISPs, CDNs, and Neo-Cloud providers.
• Define success processes for peering optimization, DDoS defense, and AI-driven operations.
• Collaborate with Engineering, Product, and Sales to resolve complex escalations and identify expansion opportunities.
• Act as a stakeholder for the Product team to translate backbone operator needs into roadmap requirements.

Requirements

• 5+ years in a senior-level, client-facing leadership role within the SaaS or Networking industry.
• Deep understanding of the Service Provider landscape.
• Proven experience managing and scaling global, remote-first teams.
• Ability to articulate complex technical value in terms of business ROI for executives.
• Must be based in the United States.
• Ability to travel globally (up to 30%).

Culture & Benefits

• 100% company-paid health, vision, and dental coverage for employees and dependents.
• Annual Health Reimbursement Account (HRA) of $3,000 for individuals or $4,500 for families.
• Open PTO, quarterly Wellness Days, and a minimum of 10 paid holidays.
• 401(k) retirement account and stock options.
• Home office reimbursement.
• Inclusive environment that values adding to the culture rather than fitting it.