Director, Customer Success (CX)

TL;DR

Director, Customer Success (CX): Designing and leading the customer success operating model for enterprise and regulated markets with an accent on repeatable outcomes, governance, and cross-functional alignment. Focus on establishing implementation pathways, driving adoption across APAC, and reducing delivery risk via partner ecosystems.

Location: Sydney, Australia

Company

hirify.global is a NASDAQ-listed software leader specializing in AI, cloud, and digital solutions for customer experience and financial crime prevention, serving 25,000+ global businesses.

What you will do

• Define and evolve the APAC enterprise customer success framework, covering onboarding, deployment readiness, and time-to-value.
• Design and run the operating model for enterprise customers, including partner segmentation, standards, and enablement playbooks.
• Collaborate with GSIs, consultancies, and technology partners to accelerate adoption and reduce delivery risk.
• Sponsor and facilitate executive-level workshops, QBRs, and operating model sessions with customers and partners.
• Establish operational rhythms for enterprise success, including planning cadence, executive reporting, and escalation paths.
• Represent the voice of the customer to influence product roadmap, packaging, and go-to-market strategy.

Requirements

• Extensive experience in Customer Success, Delivery, or Consulting within enterprise SaaS, CX, or regulated technology environments.
• Proven track record of designing and running customer success or partner operating models.
• Strong background working with enterprise and regulated customers and complex governance.
• Demonstrated success in enabling delivery and scale via GSIs, consultancies, or resellers.
• Executive-level communication skills and the ability to navigate matrixed, global organizations.
• Data-driven mindset with experience building scorecards and performance dashboards.

hirify.global-to-have">hirify.global to have

• Experience across multiple CX or contact-centre platforms (Interaction Analytics, WFM, QM, Automation).
• Background in change management, operating model design, or enterprise transformation.
• Experience influencing product strategy through structured customer and partner feedback.
• Track record of building reusable success assets, such as playbooks, runbooks, and reference architectures.

Culture & Benefits

• Opportunity to work at a global innovation powerhouse recognized as a market leader in AI and cloud.
• High-impact senior role influencing growth and expansion in the APAC region.
• Collaborative environment at the intersection of Services, Partners, Delivery, and Product.
• Commitment to equal opportunity employment and diversity across 30+ countries.