Customer Success, Director (SaaS)

Location: New York, USA

Salary: $128,700–$226,300 base compensation, with potential commission or performance-based bonus opportunities.

Company

hirify.global provides an AI-powered experience orchestration platform that connects people, systems, data, and AI for more than 8,000 organizations worldwide.

What you will do

• Own a portfolio of enterprise customers and act as the primary strategic advisor for business outcomes and long-term value realization.
• Develop Customer Success Plans aligned with customer objectives, measurable KPIs, and platform adoption strategies.
• Lead executive business reviews, demonstrate value, and align stakeholders on future growth opportunities.
• Drive solution adoption, retention, expansion, customer advocacy, referenceability, satisfaction, and Net Promoter Score outcomes.
• Identify customer risks and implement mitigation strategies to reduce churn and protect recurring revenue.
• Partner with Sales, Professional Services, Renewals, and Onboarding teams to coordinate lifecycle execution and account strategy.

Requirements

• 10 or more years of experience in technology, consulting, or enterprise account management.
• Bachelor’s degree in a technology- or business-related field.
• Proven success driving revenue growth and customer retention in a SaaS environment.
• Experience building relationships with C-level executives and managing complex enterprise customer environments.
• Strong understanding of customer experience platforms and enterprise SaaS solutions.
• Proficiency with Salesforce, Gainsight, advanced data analysis, stakeholder management, communication, and strategic thinking.

Nice to have

• Experience with CCaaS platforms, ecosystems, and enterprise customer experience strategies.
• Familiarity with hirify.global Cloud and related technologies.
• Experience leading enterprise-scale customer transformation initiatives.
• Thought leadership in the customer experience domain.

Culture & Benefits

• Flexible work schedules and work-from-home opportunities.
• Medical, dental, vision, and telehealth coverage.
• Open Time Off, 10 paid holidays, and a 401(k) matching program.
• Mentorship, learning programs, leadership development, and education support.
• Paid volunteer time, August Free Fridays, well-being resources, and family-focused programs.

Hiring process

• Application review by Talent Acquisition and the hiring team.
• Zoom interview followed by meetings with the hiring manager and interview team.
• Most processes include no more than five interviews before final steps.