Senior Director, Customer Success (SaaS)

TL;DR

Senior Director, Customer Success (SaaS): Leading a team of Customer Success Managers to drive growth and retention for an AI-powered experience orchestration platform with an accent on executive oversight and strategic value articulation. Focus on scaling customer adoption, optimizing ROI for C-level stakeholders, and orchestrating cross-functional strategies to ensure business outcomes.

Location: Virginia, USA (Flexible work schedules and work from home opportunities available)

Salary: $179,300 - $315,300

Company

hirify.global is an AI-powered Experience Orchestration platform that empowers organizations to deliver personalized customer and employee experiences at scale.

What you will do

• Lead a team of Customer Success Managers in managing a diverse portfolio to ensure growth and retention.
• Deliver Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) to C-level stakeholders to articulate ROI.
• Develop data-driven insights and proactive risk management strategies to improve customer sentiment.
• Collaborate cross-functionally with Onboarding, Professional Services, Renewal Managers, and Sales teams.
• Drive customer advocacy and participation in the Customer Advisory Board and Roundtables.

Requirements

• Must be based in the USA (specifically Virginia region preferred).
• 6+ years of experience in a SaaS CSM people management role.
• 10+ years of total experience as a Customer Success Manager in fast-growing SaaS companies.
• Bachelor's or advanced degree in a technology- or business-related field.
• Proficiency with CRM tools such as Salesforce and Gainsight.
• Familiarity with CX industry and technology to lead a consultative approach.

Culture & Benefits

• Comprehensive Medical, Dental, and Vision insurance with Telehealth coverage.
• 401(k) matching program and flexible work schedules.
• Open Time Off and 10 paid holidays.
• Support for adoption assistance and fertility treatments.
• Opportunities for professional development and career growth.