Sr. Director, Customer Success (SaaS)

TL;DR

Sr. Director, Customer Success (SaaS): Leading a team of Customer Success Managers to drive growth and retention for enterprise customers with an accent on executive leadership and strategic customer journeys. Focus on delivering high-impact Executive Business Reviews, managing C-level relationships, and orchestrating cross-functional strategies to ensure business outcome realization.

Location: Pennsylvania, USA (Flexible work schedules and work-from-home opportunities available)

Salary: $179,300 - $315,300

Company

hirify.global empowers organizations to create better customer and employee experiences through its AI-powered experience orchestration platform.

What you will do

• Lead and coach a team of CSMs in managing customer portfolios and applying consistent success management.
• Deliver strategic Executive Business Reviews (EBRs) to C-level stakeholders to articulate ROI and business impact.
• Orchestrate customer journeys and strategies to help clients rapidly realize business outcomes.
• Act as an executive escalation point for critical customer situations and manage proactive risk mitigation.
• Collaborate cross-functionally with Onboarding, Professional Services, Renewal Managers, and Sales.

Requirements

• Must be based in Pennsylvania, USA
• 10+ years of experience in a SaaS CSM people management role.
• 10+ years of experience as a Customer Success Manager in a fast-growing SaaS company.
• Bachelor's or advanced degree in a technology- or business-related field.
• Proficiency with Salesforce, Gainsight, and standard productivity tools.
• Familiarity with the Customer Experience (CX) industry and technology.

Culture & Benefits

• Comprehensive Medical, Dental, and Vision insurance including Telehealth.
• 401(k) matching program and adoption/fertility assistance.
• Flexible work schedules, work-from-home opportunities, and Open Time Off.
• Learning and leadership development opportunities in an AI-driven environment.
• Global team culture with a focus on inclusion and flexibility.

Hiring process

• Application review by Talent Acquisition and hiring teams.
• Initial Zoom interview with a Talent Acquisition Partner.
• Series of interviews (up to five) with the hiring manager and team members.