Director of Customer Success (Fintech)

TL;DR

Director of Customer Success (Fintech): Leading US-based customer operations and driving global consistency for a small business banking platform with an accent on scaling operations and integrating AI. Focus on evolving the operating model via Agentic AI and Generative AI tools to improve efficiency and customer outcomes.

Location: Hybrid (Salt Lake City, UT). Must be based in the US

Salary: $143,400 - $175,400

Company

hirify.global is the largest small business banking platform in the U.S., providing modern financial solutions for entrepreneurs.

What you will do

• Own US Customer Operations across key product lines to ensure strong performance, quality, and customer outcomes.
• Develop and execute global hiring strategies to attract and retain talent capable of working with AI tools.
• Design and optimize a distributed workforce model balancing location strategy, cost efficiency, and customer experience.
• Implement processes and operating models leveraging Generative AI and Agentic AI workflows to improve efficiency.
• Analyze operational performance using predictive analytics to drive actionable strategies and executive reporting.
• Partner cross-functionally with Product, Risk, Compliance, and Marketing to influence the product roadmap.

Requirements

• 12+ years of professional experience, including at least 7 years of people leadership in financial services (Banking, Credit, or Lending).
• Proven experience overseeing the implementation of AI tools within a contact center environment.
• Deep knowledge of the current banking regulatory environment, payments, and emerging AI trends.
• Must be based in the US and able to work in a hybrid environment (In-office 2 days/week in Salt Lake City, UT).
• Ability to flex schedule to meet global Contact Center demands (between 4am-8pm EST).
• Exceptional verbal and written communication skills for articulating technical concepts.

Nice to have

• Experience managing digital transformation or AI-integration projects.
• Bachelor’s degree.

Culture & Benefits

• Comprehensive health coverage, life insurance, and company-sponsored mental health benefits.
• 401K with an immediate 3% company match.
• Generous paid parental leave (up to 20 weeks for birthing parents, 12 weeks for others).
• Annual personal wellness budget of over $1,000 and monthly WFH stipends.
• Flexible holidays, PTO, and weekly catered lunches.