Director, Customer Success (GovTech)

TL;DR

Director, Customer Success (GovTech): Leading the post-sale customer lifecycle and scaling a high-performing organization with an accent on retention, renewal strategies, and cross-functional alignment. Focus on building standardized engagement models, driving measurable value realization, and managing complex public sector account portfolios.

Location: Must be based in or able to work from Mesa, Arizona (USA) or Ottawa, Ontario (Canada). Must be legally authorized to work in Canada and successfully obtain/maintain a Government of Canada Reliability security clearance.

Company

hirify.global is a global public safety solutions company providing intuitive tools and purposeful integrations for public safety agencies, forensic labs, and court systems.

What you will do

• Execute customer success strategies across all segments to drive growth and retention.
• Lead a multi-tier engagement model and operationalize a hub-and-spoke support structure.
• Own end-to-end retention and renewal motions, including proactive risk mitigation and commercial rigor.
• Partner with Sales, Product, and Delivery teams to ensure a cohesive customer experience and clear accountability.
• Define and track success metrics, including ARR retention, customer health scores, and renewal forecasts.
• Analyze performance trends to influence product roadmaps and go-to-market strategies.

Requirements

• 10+ years of experience in Customer Success, Account Management, or related SaaS roles.
• 5+ years of experience leading teams and developing people leaders.
• Proven track record in managing retention, renewals, and customer growth metrics at scale.
• Strong data orientation with experience in CRM systems like Salesforce.
• Must be legally authorized to work in Canada and able to obtain a Government of Canada Reliability security clearance.
• Bachelor’s degree in Business Administration, Communications, or a related field.

Nice to have

• Experience in public sector, GovTech, or public safety SaaS environments.

Culture & Benefits

• Commitment to fair, equitable, and competitive compensation.
• Comprehensive benefits package.
• Opportunity to contribute to solutions that enhance community safety.
• Inclusive, barrier-free workplace culture.