Senior Director, Customer Success (SaaS)

TL;DR

Senior Director, Customer Success (SaaS): Leading the strategy, execution, and business outcomes for the Enterprise customer portfolio with an accent on retention, adoption, and expansion. Focus on scaling the customer success organization, improving NRR/GRR metrics, and operationalizing AI-forward workflows to drive customer value.

Location: Remote (United States)

Salary: $240,000 – $340,000

Company

hirify.global is a pioneer of the Agentic Web Marketing Platform, combining visual development, AI-driven personalization, and CMS into a single unified platform.

What you will do

• Own key Enterprise success metrics including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and product adoption.
• Lead and develop a high-performance culture focused on accountability and measurable customer impact.
• Operationalize AI-forward workflows and programs to enhance CSM efficiency and effectiveness.
• Strategically engage with the largest and highest-visibility accounts to ensure long-term value.
• Partner cross-functionally with Product teams to influence the roadmap using direct customer insights.
• Deliver regular business and operational reviews to the Executive Leadership team.

Requirements

• 10+ years of experience in Customer Success, Account Management, or related post-sale leadership roles.
• 5+ years of experience leading managers and senior leaders within a SaaS environment.
• Demonstrated success in owning retention, adoption, and expansion outcomes.
• Proven ability to build and scale customer success organizations in high-growth settings.
• Strong executive presence with the ability to engage C-level stakeholders.
• Must be based in the United States.

Culture & Benefits

• Equity (RSUs) in a growing, privately held company.
• Comprehensive medical, dental, and vision plans with most premiums covered.
• 12 weeks of paid parental leave and a sabbatical program to recharge.
• 401(k) with 100% employer match up to $6,000/year for US employees.
• Flexible vacation, paid holidays, and monthly stipends for work and wellness expenses.
• Annual WIN bonus program for eligible permanent employees.