Senior Director, Customer Success (SaaS)

TL;DR

Senior Director, Customer Success (SaaS): Defining and leading the strategic vision for the Customer Success department to enhance the customer journey and maximize retention with an accent on operational efficiency and proactive customer culture. Focus on leading large-scale teams, integrating AI into organizational strategy, and driving data-driven improvements in customer satisfaction.

Location: Remote (Must be based in Brazil)

Salary: $103,000 – $135,600 USD annually

Company

hirify.global provides software tools for home service professionals to streamline scheduling, dispatching, payments, and business operations.

What you will do

• Define and implement the strategic vision for the Customer Success department, aligning with company objectives.
• Lead, mentor, and develop large teams of customer success managers, including first and second-line leaders.
• Drive initiatives to enhance the customer journey, satisfaction, and retention.
• Establish and manage KPIs to monitor effectiveness and make data-driven adjustments.
• Collaborate cross-functionally with product, sales, and operations teams to ensure a seamless customer experience.
• Oversee the department’s budget, resource planning, and operational efficiency.

Requirements

• Bachelor's degree in a relevant field.
• 10+ years of experience in customer success or a related area.
• 5+ years of experience leading teams of 50+ members.
• Proven track record of integrating AI and emerging technologies into organizational strategy.
• Must be based in Brazil.
• Updated resume must be submitted in English.

Culture & Benefits

• Equity in a rapidly growing startup backed by top-tier VCs.
• Paid holidays and flexible, take-it-as-you-need-it scheduled time off.
• MacBook provided and a $500 stipend for home office design.
• Culture built on innovation, transparency, and investment in team member career growth.