Director of Customer Success (AI)

TL;DR

Director of Customer Success (AI): Leading and scaling the CX organization to maximize ARR realization, retention, and expansion for enterprise and government clients with an accent on NRR and GRR growth. Focus on building a structured CS operating model, mentoring a multi-disciplinary team of 35+, and aligning product roadmaps with customer needs.

Location: On-site in Riyadh, Saudi Arabia

Company

hirify.global is an AI-native platform for customer experience (CX) intelligence that autonomously manages customer lifecycles through proprietary NLU capabilities.

What you will do

• Own ARR realization, retention, renewals, and expansion across the full customer lifecycle.
• Lead and scale a 35+ person CX organization including Customer Success, Solutions Consulting, and Customer Support.
• Build and scale a structured CS operating model featuring customer segmentation, health scoring, and executive business reviews (QBRs).
• Act as the internal voice of the customer to influence the product roadmap in partnership with Product and Engineering.
• Report on and optimize key revenue metrics including NRR, GRR, and NPS.

Requirements

• Proven leadership experience building and scaling CS organizations within B2B SaaS environments.
• Demonstrated track record of owning NRR, GRR, and retention targets for enterprise portfolios.
• Fluent in Arabic and English.
• Strong familiarity with the Saudi Arabian market and how enterprise/government customers operate.
• Experience leading large, multi-layered teams in complex, relationship-driven sales environments.

Nice to have

• Experience utilizing AI tools or automation to optimize CX workflows.
• Demonstrated deep interest in technology and AI beyond surface-level usage.

Culture & Benefits

• Revenue-driving culture where Customer Success is treated as a core growth engine.
• Dynamic, high-growth scale-up environment.
• Commitment to team health, engagement, and clear career progression.
• Opportunity to shape the culture and standards of a fast-scaling AI company.