Director, Customer Success (SaaS)

TL;DR

Director, Customer Success (SaaS): Leading and developing a remote team of LATAM-based Customer Success Managers to drive engagement, retention, and growth for SMB and mid-market non-profit clients with an accent on operational excellence and AI-driven service models. Focus on building scalable workflows, playbooks, and automated service motions to manage high-volume books of business while maintaining high standards of customer satisfaction.

Location: Fully remote, with a focus on leading a LATAM-based team.

Compensation: $140,000 - $152,000 USD (OTE).

Company

hirify.global is a global fundraising platform that powers donations for leading non-profits through innovative, accessibility-first technology.

What you will do

• Lead and coach a remote team of CSMs to manage high-volume accounts with strong retention outcomes.
• Design and implement an AI-driven service motion for the SMB segment to deliver value at scale.
• Establish account management rhythms, QBR cadences, and success plans for mid-market customers.
• Build and maintain operational workflows, playbooks, and KPIs for the team.
• Partner with cross-functional leaders in Sales, Product, and Implementation to optimize the customer journey.
• Drive growth motions including upsell, cross-sell, and expansion within the existing customer base.

Requirements

• 8+ years of experience in B2B or B2B2C SaaS Customer Success.
• 4+ years of experience leading CS teams managing SMB or mid-market accounts.
• Fluent English proficiency for complex business and technical communication.
• Proven experience building or overseeing AI-driven or automated customer service workflows.
• Strong management track record in building disciplined, highly engaged remote teams.
• Experience hiring, onboarding, and developing LATAM-based teams.

Nice to have

• Background working with or for non-profit organizations.

Culture & Benefits

• Private health and dental insurance, plus life insurance.
• 30 calendar days of paid annual leave.
• Reimbursement for English courses, gym/pool memberships, and co-working spaces.
• Generous home office stipend and annual professional development budget.
• Charitable giving program and paid volunteer time off.