Sr. Director, Global Renewal Center of Excellence (SaaS)

TL;DR

Sr. Director, Global Renewal Center of Excellence (SaaS): Designing and scaling the global operating model for the company's renewal engine with an accent on process optimization, governance, and AI-driven workflows. Focus on improving renewal predictability, reducing churn, and driving operational efficiency across multiple regions.

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

Salary: $189,000 - $332,400

Company

hirify.global is an AI-powered experience orchestration platform helping organizations deliver personalized customer service at enterprise scale.

What you will do

• Own and continuously improve the global renewal operating model, including playbooks, role clarity, and process standards.
• Lead the optimization of renewal lifecycle processes and drive adoption of AI-enabled workflows and digital customer success capabilities.
• Define and govern operational KPI standards, reporting frameworks, and predictive analytics to identify retention risks.
• Lead global renewal governance, including the Renewal Excellence Council and QBR frameworks.
• Drive strategic initiatives focused on automation and operational scalability to strengthen renewal execution.

Requirements

• 12+ years of experience in SaaS renewals, customer success operations, or revenue operations.
• Proven success designing and scaling global operating models or centers of excellence across multiple regions.
• Deep knowledge of subscription business models and key retention metrics (ARR, NRR, GRR).
• Expertise with platforms such as Salesforce, Gainsight, and customer lifecycle technologies.
• Must be based in the USA.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance with telehealth coverage.
• Flexible work schedules and work-from-home opportunities.
• 401(k) matching program and Open Time Off in addition to 10 paid holidays.
• Support for adoption assistance and fertility treatments.
• Culture of mentorship and leadership development within an AI-driven environment.

Hiring process

• Application review by the Talent Acquisition and hiring teams.
• Initial screening interview via Zoom with a Talent Acquisition Partner.
• Interviews with the hiring manager and team members (typically no more than five total).