Director of Scaled Success (AI)

TL;DR

Director of Scaled Success (AI): Owning the strategy and execution of scaled customer success motions for a Gen AI-driven code reviewer platform with an accent on net revenue retention (NRR), tech-touch programs, and digital engagement. Focus on building scalable onboarding, automated health scoring, and designing a high-performing digital success team.

Location: Hybrid in San Francisco, USA

Salary: $200k - $300k

Company

hirify.global is an AI research and development company building next-generation Gen AI-driven code reviewers to enhance software development efficiency.

What you will do

• Lead a team of program and renewals managers focused on scaled customer success.
• Drive Net Revenue Retention (NRR) through tech-touch programs and digital engagement.
• Design scalable onboarding and automated health scoring to reduce churn.
• Partner with Product, Marketing, and Sales to optimize the customer lifecycle and identify expansion opportunities.
• Instrument the CS function with data models and dashboards for customer health visibility.
• Build operational rhythms, including renewal forecasting and escalation playbooks.

Requirements

• 7+ years in Customer Success, including 3+ years leading Scaled/Digital Success teams at a B2B SaaS company.
• Proven track record of owning and hitting NRR targets at scale.
• Experience building tech-touch programs for high-volume customer bases.
• Strong operational skills in instrumenting CS functions and data analysis.
• Experience at a developer tools, DevOps, or technical SaaS company.
• Proficiency with CS/product analytics tools like Gainsight, Mixpanel, or Amplitude.

Nice to have

• Familiarity with AI, software developer, and open source technologies.
• Experience with GTM at early-stage, high-growth, VC-backed startups.
• Knowledge of Git providers (GitHub, GitLab, Bitbucket) and cloud-native technologies.
• Understanding of code review processes and debugging practices.

Culture & Benefits

• Work on cutting-edge AI technology with real-world impact.
• Collaborative, innovative environment valuing collective intelligence and rapid learning.
• Competitive salary, equity, and comprehensive benefits.
• Professional development opportunities.