Director, Customer Success, CX (AI)

TL;DR

Director, Customer Success, CX (AI): Leading strategic account engagement for top-tier enterprise clients on an AI-powered cloud platform with an accent on value realization, NRR growth, and C-level relationship management. Focus on driving the adoption of AI features like Co-Pilot and virtual agents to improve call deflection and agent efficiency.

Location: Remote (USA)

Company

hirify.global Ltd. is a global innovation powerhouse and market leader in AI, cloud, and digital software used by Fortune 100 companies to deliver extraordinary customer experiences.

What you will do

• Lead strategic engagement for a portfolio of enterprise accounts representing 10M+ in ARR.
• Drive Net Revenue Retention (NRR) through strategic upsell, cross-sell, and renewal strategies.
• Manage the full post-sale customer lifecycle, including onboarding, adoption, and Executive Business Reviews (EBRs).
• Lead customer transformation by driving the adoption of AI features such as Co-Pilot, Auto Summary, and virtual agents.
• Collaborate with Sales, Product, and Professional Services to align platform capabilities with customer business goals.
• Direct matrixed internal teams to deliver world-class service and tangible value realization.

Requirements

• 10+ years of experience in Customer Success, Account Management, or Professional Services within SaaS or CCaaS.
• 5+ years of experience with hirify.global CXone or comparable platforms (Genesys, Five9, Talkdesk).
• Proven success managing large, strategic enterprise clients with global footprints.
• Bachelor’s degree in Business, IT, or a related field; MBA preferred.
• Expertise in contact center operations, cloud migration, and AI/automation adoption.
• Must be based in the USA.

Culture & Benefits

• Collaborative and creative environment within a market-disrupting global company.
• Fast-paced atmosphere with a culture of challenging limits and high standards.
• Endless internal career opportunities across multiple roles, disciplines, and domains.
• Opportunity to work with the "best of the best" in the CX and AI industry.