Sr. Director, Mission Critical Support (Security)

TL;DR

Sr. Director, Mission Critical Support (Security): Leading a global team to deliver premier support services for top-tier enterprise customers with an accent on P&L ownership, GTM integration, and strategic service design. Focus on designing proactive governance frameworks, driving operational metrics like CSAT/NPS/NRR, and serving as executive sponsor for complex sales motions and escalations.

Location: Hybrid in San Francisco, California (or California excl. SF Bay Area, Colorado, Illinois, New York, Washington)

Salary: $216,000–$332,000 USD (depending on location)

Company

hirify.global is a leading identity management platform securing AI and human identities for enterprises worldwide.

What you will do

• Drive P&L transition for Mission Critical Support, balancing investments with premium service delivery.
• Partner with GTM and Sales to integrate support into sales motions and act as executive sponsor for deals.
• Design strategic service offerings based on market research and competitive analysis.
• Scale proactive governance, health checks, risk mitigation, and executive reporting.
• Lead global team of directors/managers, set OKRs, and develop talent strategy.
• Handle executive escalations, cross-functional alignment, and enterprise risk mitigation.

Requirements

• 15+ years in Customer Support, Professional Services, or Customer Success in SaaS/software
• 8+ years leading global strategic teams, managing managers/directors
• P&L experience managing budgets and premium service offerings
• GTM alignment, sales partnership, and enterprise program management
• Process expertise in SaaS support tools (SFDC, ServiceNow, etc.)
• Executive communication, technical aptitude, and Bachelor's degree (MBA preferred)

Culture & Benefits

• Equity, bonus, comprehensive health/dental/vision insurance, 401(k), FSA
• Paid leave including PTO and parental leave
• In-person onboarding, global community across 20+ offices
• Focus on well-being, social impact, talent development, and connection