Director, Scaled Customer Success (EdTech)

TL;DR

Director, Scaled Customer Success (EdTech): Defining and leading the strategy, execution, and performance of scaled customer segments with an accent on digital engagement, automation, and data-driven customer experience. Focus on building scalable coverage models, coaching frontline managers, and driving core business outcomes like NRR, GRR, and product adoption.

Location: Must be based in the US

Compensation: $160,000 – $184,000 OTE

Company

hirify.global is a leading education technology company delivering integrated, AI-powered solutions to unlock student engagement and empower teachers across K-12 classrooms.

What you will do

• Define and execute the long-term scaled customer success strategy for SMB and school segments.
• Lead, coach, and develop frontline managers to ensure team accountability and growth.
• Partner with CS Operations to optimize the scaled coverage model, systems, and workflows.
• Maintain accountability for core business outcomes including NRR, GRR, and customer health.
• Design and improve the scaled customer journey from onboarding through renewal and expansion.
• Build cross-functional partnerships to ensure the voice of the customer informs product and go-to-market strategies.

Requirements

• 7+ years of experience in Customer Success or Account Management.
• 3+ years of experience managing people leaders.
• Legally authorized to work in the US.
• Experience building or optimizing scaled customer success models (digital-touch/tech-touch).
• Hands-on experience with automation tools like Gainsight or Planhat.
• Strategic, data-driven leadership style with a focus on business metrics and capacity planning.

Nice to have

• Experience in EdTech, K-12 education, or institutional customer segments.
• Experience using AI tools to drive efficiency and productivity.

Culture & Benefits

• Fully remote company with a monthly tech stipend.
• Comprehensive medical benefits with employer contribution to premiums and HSA.
• 401(k) plan with employer match.
• Flexible PTO, paid sick time, and winter break.
• Annual learning and development allowance for professional growth.
• Inclusive family benefits including parental leave and fertility support.