Director of Customer Success (SaaS)

TL;DR

Director of Customer Success (SaaS): Leading cross-functional CSM teams to drive revenue renewal and product adoption for field service and AI communication platforms with an accent on revenue retention (GRR) and technical onboarding. Focus on reducing churn, optimizing CS playbooks, and scaling high-performing teams in a multi-product environment.

Location: Must be based in the United States

Salary: $116,000 – $150,000 USD per year

Company

hirify.global is a leading service commerce platform providing tailored SaaS solutions to digitally transform the service economy across Home & Field Services, Health Services, and Wellness industries.

What you will do

• Lead, coach, and develop CSM teams across Service Fusion and ZyraTalk platforms.
• Own renewal metrics and Gross Revenue Retention (GRR) to minimize churn and identify expansion opportunities.
• Oversee product adoption and measurable customer outcomes in collaboration with Product and Engineering.
• Manage the technical onboarding function to ensure high-quality go-live experiences for new customers.
• Define and track team KPIs including CSAT, product adoption, and time-to-onboard.
• Build and optimize CS playbooks, escalation frameworks, and customer engagement cadences.

Requirements

• Must be eligible to work in the US without sponsorship.
• 8+ years of customer success experience.
• 5+ years in a people management role.
• Proven track record of managing CSM teams within a B2B SaaS environment.
• Experience leading teams in multi-product environments and supporting AI-powered platforms.
• Strong data-driven approach to decision-making and performance reporting.

Culture & Benefits

• Flexibility to work remote, hybrid, or in-office within the US.
• Comprehensive health and wellness benefits package with an annual stipend.
• 401k with up to a 4% match and immediate vesting.
• Flexible and generous (FTO) time-off policy.
• Employee Stock Purchase Program.
• Continued investment in professional development.