Director, Commercial Customer Success (SaaS)

TL;DR

Director, Commercial Customer Success (SaaS): Owning and scaling the Commercial Customer Success function and Partner Customer Success motion with an accent on retention, adoption, and value realization. Focus on designing scalable operating models using AI and automation while maintaining high-touch relationships.

Location: Remote (US)

Company

hirify.global is a leading Trust Management Platform that helps businesses automate security monitoring and prove compliance with standards like SOC 2, HIPAA, and ISO 27001.

What you will do

• Define the vision, strategy, and success metrics for Commercial Customer Success, translating company goals into functional priorities.
• Build and scale the Partner Customer Success motion to drive customer outcomes through partner programs.
• Design a scalable operating model using process, automation, and AI to handle volume while preserving high-touch value.
• Hire, coach, and develop a team of CS managers and CSMs, raising overall team capability and judgment.
• Drive and manage key metrics, including gross and net retention, adoption, time-to-value, and expansion.
• Partner cross-functionally with Sales, Product, Partnerships, Marketing, and Rev Ops to align on customer needs.

Requirements

• Proven track record leading a Customer Success function and managing managers with accountability for retention and expansion.
• Experience scaling CS motions for mid-market/commercial segments, balancing scaled programs with relationship-driven motions.
• Deep understanding of SaaS business models and the economics of recurring revenue.
• Demonstrated ability to define functional strategies and build scalable CS methodology and playbooks.
• Data-driven approach to decision-making and running operating cadences against clear KPIs.
• Must be based in the United States.

Nice to have

• Experience building or operating customer success through partners, channel, or an ecosystem motion.

Culture & Benefits

• Industry-competitive salary and equity with matching 401(k) and immediate vesting.
• Comprehensive medical, dental, and vision coverage (100% employee-only premiums covered for most plans).
• 16 weeks paid Parental Leave for all new parents.
• Remote workspace, internet, and cellphone stipends, plus a health and wellness stipend.
• Flexible PTO policy and 11 company-paid holidays.