Vice President, Customer Success (SaaS)

Location: United States, with candidates required to be based within the Eastern Time Zone (EST/EDT); listed locations include Atlanta, Georgia; Boston, Massachusetts; and Louisville, Kentucky.

Salary: $190,000–$225,000 annual base compensation; estimated total cash compensation of $228,000–$270,000.

Company

hirify.global provides an AI-powered restaurant operations management software suite covering inventory, labor and scheduling, kitchen management, and operations execution.

What you will do

• Design and execute a scalable Customer Success strategy aligned with company growth objectives.
• Build customer lifecycle programs, engagement models, segmentation strategies, playbooks, and operating procedures.
• Own gross retention, net revenue retention, renewals, customer health, risk mitigation, and expansion performance.
• Partner with Sales, Account Management, Product, Professional Services, Support, and Marketing to improve customer outcomes.
• Recruit, coach, develop, and retain Customer Success leaders and teams while establishing career paths and competency frameworks.
• Use data, technology, automation, and AI to improve customer engagement, forecasting, and team productivity.

Requirements

• 10+ years of Customer Success, Account Management, or post-sales leadership experience in B2B SaaS organizations.
• 5+ years of experience leading Customer Success leaders and managers.
• Proven experience building and scaling Customer Success organizations during rapid growth.
• Experience improving retention, expansion, customer satisfaction, customer segmentation, lifecycle programs, and success technology.
• Strong analytical, financial, leadership, coaching, and talent development skills, including forecasting and performance management.
• Must be based within the Eastern Time Zone (EST/EDT).

Nice to have

• Experience in the restaurant technology industry.
• Experience with OKRs and strategic initiatives.

Culture & Benefits

• Executive role reporting to the Chief Customer Officer.
• Opportunity to shape a scalable Customer Success operating model during significant company growth.
• Inclusive workplace with equal employment opportunity and reasonable accommodation support.
• Full-time position with location-based compensation.