Director, Customer Experience Strategy (SaaS)

TL;DR

Director, Customer Experience Strategy (SaaS): Leading the strategic direction of the post-sales organization to improve retention, expansion, and long-term customer value with an accent on business planning, lifecycle design, and performance insights. Focus on owning high-priority cross-functional initiatives, developing KPI frameworks, and translating complex business signals into strategic decisions.

Location: Remote (Must be a resident of the United States)

Salary: $168,000 - $285,600 USD

Company

hirify.global is an intelligent orchestration platform for DevSecOps used by over 50 million registered users and a significant portion of the Fortune 100.

What you will do

• Set the vision and priorities for the CX Strategy function, aligning strategic programs with customer lifecycle outcomes.
• Own annual planning, coverage/segmentation decisions, and investment proposals for Customer Success, Renewals, and Professional Services.
• Develop business models and KPI frameworks to optimize customer health, retention, and growth efficiency.
• Lead high-priority cross-functional initiatives across CX, Sales, Finance, Product, and Data teams.
• Shape customer lifecycle strategy, including journey design, handoffs, and engagement models.
• Integrate voice-of-customer insights and adoption signals into product roadmap discussions.

Requirements

• Progressive experience in strategy, analytics, or revenue operations within a B2B SaaS environment.
• Proven success leading cross-functional initiatives and influencing senior stakeholders without direct authority.
• Experience hiring and leading high-performing distributed teams.
• Proficiency with Salesforce, Gainsight, BI tools, and SQL for defining business requirements.
• Must be based in the United States.
• Excellent executive-level written and verbal communication skills.

Culture & Benefits

• All-remote, asynchronous, and values-driven work environment.
• Comprehensive benefits supporting health, finances, and overall well-being.
• Flexible Paid Time Off (PTO).
• Equity compensation and Employee Stock Purchase Plan.
• Growth and Development Fund for professional learning.
• Paid parental leave.