Director, IT - Customer Success (SaaS)

TL;DR

Director, IT - Customer Success (SaaS): Leading the technology strategy for the global post-sales organization with an accent on Zendesk, Gainsight, and Salesforce integration. Focus on designing a scalable post-sales systems landscape, improving customer health visibility, and driving AI adoption for operational efficiency.

Location: Remote (Global)

Salary: $152,800 - $259,200 USD (for US residents)

Company

hirify.global is an intelligent orchestration platform for DevSecOps that enables organizations to increase developer productivity and accelerate digital transformation.

What you will do

• Lead the strategy, architecture, and execution for the technology ecosystem supporting global Customer Success, Support, and Community functions.
• Define and deliver a multi-year roadmap for post-sales systems aligned with business goals, retention, and customer experience outcomes.
• Take operational ownership of the global Zendesk environment, ensuring high availability and integration with CRM and internal workflows.
• Partner with post-sales leaders to transition from reactive ticket management to a proactive model focused on self-service and case deflection.
• Drive the adoption of AI and automation capabilities to improve triage, routing, and operational productivity.
• Mentor and grow a distributed team of business systems professionals in a culture of ownership and continuous improvement.

Requirements

• Significant experience in Enterprise Applications or Business Systems within a high-growth B2B software environment.
• Deep knowledge of post-sales business processes, including customer success, renewals, and churn outcomes.
• Proven experience leading major customer-facing platforms such as Zendesk, Service Cloud, or Gainsight.
• Expertise in designing integrations between customer success tools and core business platforms like Salesforce.
• Demonstrated success leading globally distributed teams in an all-remote and asynchronous environment.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.

Culture & Benefits

• All-remote work environment with a focus on asynchronous communication and strong documentation.
• Equity compensation and Employee Stock Purchase Plan.
• Flexible Paid Time Off and comprehensive parental leave.
• Growth and Development Fund for professional learning.
• Home office support for necessary equipment.