Director, Customer Success International (SaaS)

TL;DR

Director, Customer Success International (SaaS): Leading the international customer success strategy and operations for a high-growth legal AI platform with an accent on scaling AI-powered success motions and multi-region team management. Focus on driving NRR, GRR, and expansion revenue while building an AI-first operating model across diverse regulatory and cultural markets.

Location: Hybrid (Dublin, London, Vancouver, Calgary, Toronto, Sydney) with remote flexibility.

Salary: €124,400 – €186,600 EUR (plus commission range €24,900 – €37,300 EUR).

Company

hirify.global is a global leader in legal AI technology, empowering law firms to work smarter and increasing access to justice through innovative practice management software.

What you will do

• Own the international CS strategy, operating model, and performance metrics including NRR, GRR, and CSAT.
• Scale a 25+ person team across multiple regions, fostering a culture of operational excellence and customer obsession.
• Design and implement an AI-first CS architecture, integrating AI tools into high-touch, scaled, and digital success motions.
• Serve as the executive escalation point for critical customer and product incidents.
• Partner with global leadership and cross-functional teams to drive GTM strategy and product roadmap input.
• Lead international business reviews and OKR processes to ensure clear performance visibility.

Requirements

• 8+ years in Customer Success with 4+ years in senior people management within high-growth B2B SaaS.
• Proven track record of scaling international CS organizations of 20+ people across multiple geographies.
• Deep expertise in managing multiple CS motions (high-touch, scaled, and digital).
• Strong command of CS operations metrics and outcome-driven, AI-augmented efficiency.
• Experience supporting complex, multi-product SaaS environments in regulated verticals.
• Ability to navigate multi-national operations across varying regulatory and cultural environments.

Nice to have

• Hands-on experience deploying AI in CS workflows (auto-summaries, churn prediction, AI-assisted QBRs).
• Background in legal tech or professional services SaaS.
• Experience with PLG (Product-Led Growth) success models.
• Track record of building feedback loops between CS signals and product roadmaps.

Culture & Benefits

• Competitive salary with top-tier health and dental benefits.
• Hybrid work environment with office presence expectations in key hubs.
• Flexible time off policy and pension contributions.
• hirify.globalversary recognition program for long-term employees.
• Inclusive, high-performance culture focused on diversity, equity, and belonging.