Snr. Director, Success Hub & Customer Success (SaaS)

TL;DR

Snr. Director, Success Hub & Customer Success (SaaS): Leading the strategic growth and cultural development of the Brazil Success Hub with an accent on operational excellence, cross-functional leadership, and team mentorship. Focus on building a cohesive environment for hybrid and remote teams while ensuring alignment with global CS playbooks and local market compliance.

Location: Must be based in São Paulo, Brazil. The role requires on-site presence 4 days per week during the establishment phase, transitioning to a hybrid model later.

Company

hirify.global is a global leader in Human Risk Management, providing AI-powered security training and risk intelligence to over 70,000 organizations worldwide.

What you will do

• Directly manage Brazil-based Customer Success Managers, overseeing the full employee lifecycle.
• Act as the Site Leader for the São Paulo Success Hub, driving hybrid strategy and community building.
• Coordinate matrixed CS functions including Renewals, Support, and Services to ensure local cohesion.
• Partner with HR and Legal to navigate Brazilian labor laws and talent market complexities.
• Bridge the gap between Hub-based and remote employees through inclusive cultural initiatives.
• Collaborate with US headquarters to ensure local operations align with global corporate frameworks.

Requirements

• 8+ years of experience in Customer Success, Business Development, or Operations.
• Professional-level fluency in both Portuguese and English is mandatory.
• Deep familiarity with Brazilian labor law and local commute logistics.
• Proven ability to drive results through matrixed reporting and cross-functional partnerships.
• Expertise in SaaS subscription models and cybersecurity culture.
• Proficiency in Salesforce, ChurnZero, G-Suite, and AI-driven productivity tools.

Culture & Benefits

• Modern, high-tech work environment in the heart of São Paulo's innovation corridor.
• Company-wide bonuses based on monthly sales targets.
• Comprehensive benefits including tuition reimbursement and certification support.
• Commitment to sustainable work-life balance with a focus on accessible office locations.
• Opportunities for international travel to US and global sites.