Director Of Customer Experience Programmes (Cybersecurity)

TL;DR

Director Of Customer Experience Programmes (Cybersecurity): Driving the execution and management of strategic and operational CX programmes to optimize customer outcomes at scale with an accent on lifecycle process development and organizational transformation. Focus on building scalable playbooks, managing cross-functional alignment across Sales and Product, and implementing data-driven reporting for retention and growth.

Location: Remote (Must be based in the United States, specifically New York area context)

Company

hirify.global is a global leader in AI-driven cybersecurity focusing on Adaptive AI to detect and respond to real-time cyber threats.

What you will do

• Translate CX strategy into structured delivery plans with clear milestones, governance frameworks, and executive reporting.
• Develop and operationalize scalable customer lifecycle processes across Land, Onboard & Run, and Renew & Expand phases.
• Lead large-scale organizational change and transformation programmes, including role transitions and coverage model redesigns.
• Act as a strategic advisor to regional CX leaders and drive cross-functional alignment between Sales, Product, and Enablement.
• Establish programme dashboards and track key performance metrics including GRR, NRR, adoption, and customer health.

Requirements

• 7–10+ years of experience in CS Ops, Programme Management, or CX Strategy within a B2B SaaS or technology company.
• Proven track record of leading large-scale organizational transformation or process re-engineering.
• Strong ability to manage multiple complex, cross-functional workstreams simultaneously.
• Experience building customer lifecycle playbooks and optimizing company-wide processes.
• Ability to influence senior leadership, including C-suite and Executive Committee (ExCo).
• Must be based in the United States (as indicated by US-specific benefits and location).

Nice to have

• Experience in the cybersecurity or a related technology domain.

Culture & Benefits

• Comprehensive health coverage: 100% medical, dental, and vision insurance for employees and dependents.
• Financial security with 401(k) retirement plan and life insurance.
• Family and wellness support including paid parental leave and Employee Assistance Program.
• Practical perks such as commuter benefits and pet insurance discounts.