VP of Customer Success & Adoption

TL;DR

VP of Customer Success & Adoption: Architecting the customer success function to drive adoption, retention, and revenue growth within existing accounts with an accent on building scalable playbooks and data-driven health monitoring. Focus on leading the post-sale journey, managing NRR/GRR metrics, and serving as a trusted advisor to key enterprise clients.

Location: Must be based in or able to work from Santa Clara, CA

Salary: $360,000–$380,000

Company

hirify.global provides a mathematically precise network digital twin platform that enables IT teams to gain visibility, verification, and agility across complex cloud and vendor environments.

What you will do

• Build and scale the end-to-end customer success function, including onboarding, adoption, and expansion motions.
• Own NRR and GRR metrics, proactively identifying expansion opportunities and managing renewals.
• Define and implement CS playbooks, health scoring, success plans, and QBR cadences.
• Evaluate and evolve CS tooling and analytics to support the future vision of the function.
• Engage directly with key accounts to tie business outcomes to product value.
• Partner cross-functionally with Sales, Product, and Engineering to close feedback loops and influence the product roadmap.

Requirements

• 12+ years in customer success with at least 6+ years in leadership.
• Proven experience building or scaling a CS function from the ground up.
• Track record of driving measurable NRR/GRR improvement and reducing churn.
• Strong commercial instincts with experience in closing expansion deals.
• Data fluency in using usage signals to prioritize and act.
• Must be comfortable working onsite in Santa Clara.

Nice to have

• Experience in Networking or Security tools.
• Familiarity with CS platforms like Gainsight, Catalyst, Vitally, or ChurnZero.
• Background blending customer success with account management or sales.

Culture & Benefits

• People-centric and innovative culture.
• Opportunity to shape the future of network reliability and AI-ready operations.
• Work with global leaders in enterprise and government sectors.
• Collaborative environment with world-class investors and leadership.