Head of Customer Success (Fintech)

TL;DR

Head of Customer Success (Fintech): Building and scaling the customer success function to ensure adoption and retention for a modern AI-powered accounting platform with an accent on operational systems and financial metrics. Focus on designing health scoring, managing churn (GDR/NDR), and scaling the CSM team.

Location: On-site in New York

Compensation: $160K – $190K + Equity

Company

hirify.global is a modern platform for accounting and finance that leverages AI to solve data fragmentation and automation challenges for financial teams.

What you will do

• Establish the end-to-end customer success operating system, including health scoring and QBR cadences.
• Own key performance metrics such as Gross Dollar Retention (GDR), NDR, and Time to Value (TTV).
• Design and execute the activation model to drive product adoption and change management.
• Build and scale the CSM team through strategic hiring and coaching.
• Develop a world-class post-sales motion to create customer champions and case studies.

Requirements

• 8+ years of professional experience, with 3+ years managing a team of 3–8 people.
• Proven track record of building a customer-facing function from the ground up.
• Direct accountability for hard outcome numbers (GDR, NDR, GRR).
• Experience as a systems designer for operational workflows (signals, playbooks, dashboards).
• Ability to be credible in conversations with Controllers, CAOs, and accounting professionals.
• Must be based in New York for on-site work.

Nice to have

• CPA certification.
• Experience as an Implementation/Solutions Lead, PM, or Chief of Staff in complex SaaS.
• Background as a consultant-turned-operator.

Culture & Benefits

• High-trust environment with large mandates for builders.
• First-principles approach to reimagining outdated financial processes.
• Culture of relentless iteration and ownership of outcomes.
• Deep engagement and commitment to the craft and technical excellence.