Director, Customer Experience (AI/SaaS)

TL;DR

Director, Customer Experience (AI/SaaS): Leading the global customer experience strategy across nine brands with an accent on AI transformation, platform consolidation, and leadership development. Focus on scaling a data-driven operating model, consolidating Zendesk instances, and transforming CS into a commercial revenue driver.

Location: Remote (Global)

Company

hirify.global is a global leader in web hosting, billing automation, and infrastructure, powering over 85 million websites through a portfolio of industry-defining brands.

What you will do

• Drive global CX performance metrics including CSAT, ART, and FRT across all nine hirify.global brands.
• Coach and grow the Customer Success and Service Manager layer toward autonomous and accountable leadership.
• Partner with Sales, Marketing, and Product to turn CS teams into revenue contributors by improving AOV, CLV, and expansion velocity.
• Lead the end-to-end consolidation of various support platforms into a single, scalable Zendesk instance.
• Implement a concrete AI strategy to embed automation and predictive insights into daily CS operations.
• Standardize global refund policies and commercial frameworks across the organization.

Requirements

• 10+ years in Customer Success or Service, with at least 4 years leading multi-brand CS/Support organizations at scale.
• Proven track record of developing other managers and leaders.
• Direct experience owning and improving CSAT, ART, FRT, and commercial CS metrics.
• Hands-on experience with Zendesk platform ownership, specifically migrations or major consolidations.
• Demonstrated experience implementing real AI use cases within a CS or Service context.

Nice to have

• Background in SaaS, web hosting, or infrastructure software.
• Experience in acquisitive, multi-brand organizations with diverse cultures and toolsets.
• Familiarity with Pipedrive and HubSpot Sales Hub in a CS context.
• Experience leading CRM evaluation or consolidation projects.

Culture & Benefits

• Fully remote, async-friendly culture emphasizing ownership, transparency, and entrepreneurial thinking.
• Competitive salary and an annual personal growth budget.
• Access to Udemy subscriptions and peer learning opportunities.
• 20+ days of annual paid leave.
• Regular team and on-site company events.