Senior Director Of Customer Success (AI)

TL;DR

Senior Director of Customer Success (AI): Leading and scaling the post-sale customer experience for an AI-powered manufacturing quality platform with an accent on NRR growth, team building, and operationalizing success frameworks. Focus on managing strategic enterprise accounts, synthesizing customer feedback for product development, and driving measurable value realization.

Location: New York, NY

Salary: $225,000 – $255,000

Company

hirify.global is an AI-powered platform transforming product quality and customer satisfaction for industrial, aerospace, and medtech manufacturers.

What you will do

• Build and lead a high-performing customer success team, establishing hiring and onboarding standards.
• Define and operationalize customer success motions, including health scoring, QBRs, and expansion playbooks.
• Serve as the primary escalation point for at-risk accounts to restore customer confidence.
• Act as the voice of the customer, translating field feedback into actionable product and engineering requirements.
• Partner with Sales and Vertical leads to identify and close expansion opportunities.
• Track and report on key metrics including NRR, deployment milestones, and time-to-value.

Requirements

• 8+ years of customer success or post-sale experience in enterprise SaaS or AI.
• At least 2 years of experience in a leadership capacity.
• Proven track record of owning NRR and driving expansion in complex enterprise accounts.
• Experience building or significantly scaling a customer success function from the ground up.
• Strong analytical instincts with the ability to communicate customer health data to stakeholders.
• Comfortable engaging with both executive sponsors and operational end users.

Nice to have

• Experience in manufacturing, industrial, or operational technology environments.

Culture & Benefits

• Work with cutting-edge AI technology in the manufacturing sector.
• Collaborative, mission-driven team environment.
• Competitive compensation package including equity and commission.
• Generous time off policy.
• Lunch stipend and additional employee benefits.