Director, Customer Success (SaaS)

TL;DR

Director, Customer Success (SaaS): Leading the post-sale customer lifecycle to ensure value realization, adoption, and retention across all customer segments with an accent on scaling a high-performing Customer Success organization under a “One Account, One Owner” model. Focus on operationalizing retention and renewal strategies, managing complex procurement cycles, and driving cross-functional alignment to maximize ARR retention.

Location: Remote (Must be based in Canada and obtain/maintain a Reliability security clearance from the Government of Canada)

Company

hirify.global is a global public safety solutions company providing innovative technology platforms for agencies, forensic labs, court systems, and schools.

What you will do

• Execute CS strategies across all segments to align with company growth and retention objectives.
• Establish standardized lifecycle motions, including success planning, business reviews, and adoption programs.
• Lead a multi-tier engagement model (Strategic, State, Enterprise, Transactional) using a hub-and-spoke operational model.
• Own the end-to-end retention and renewals strategy, including proactive renewal motions and churn mitigation.
• Collaborate with Sales, Project Delivery, Support, Product, and Marketing to ensure a seamless customer experience.
• Define and monitor success metrics (GRR, NRR, customer health) and manage CRM data integrity in Salesforce.

Requirements

• Bachelor’s degree in Business Administration, Communications, or a related field.
• 10+ years of experience in Customer Success, Account Management, or SaaS roles.
• 5+ years of experience leading teams and developing people leaders.
• Proven track record of owning retention, renewals, and customer growth metrics at scale.
• Legally authorized to work in Canada and able to obtain Government of Canada security clearance.
• Strong data orientation and ability to translate insights into measurable outcomes.

Nice to have

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

Culture & Benefits

• Commitment to fair and equitable competitive compensation.
• Comprehensive benefits package.
• Potential for variable compensation such as incentive plans or performance bonuses.
• Inclusive, barrier-free workplace with an equal opportunity employer policy.