VP, Customer Success (SaaS)

Location: USA - Remote; domestic and occasional international travel may be required.

Company

hirify.global provides AI, cloud, and digital software for customer experience, financial crime prevention, and public safety to more than 25,000 global businesses.

What you will do

• Define and execute the customer success vision for the Strategic Segment in alignment with company objectives.
• Lead Technical Account Managers and Customer Success professionals supporting major enterprise and Fortune 500 customers.
• Partner with Sales, Services, Product, and R&D teams to deliver customer outcomes and drive innovation.
• Build, mentor, and manage a high-performing customer-focused organization.
• Improve NPS, CSAT, retention, referenceability, customer health, renewals, upsell, and cross-sell performance.
• Own the Strategic Segment P&L, staffing costs, travel expenses, billing practices, credits, and budgetary decisions.

Requirements

• Bachelor’s degree in Business, Finance, Technology, or a related field, or equivalent experience.
• 15+ years of experience in customer service, contact centers, or B2B technology.
• 10+ years of experience leading high-performance teams.
• Experience managing relationships with Fortune 500 brands and leading cross-functional initiatives.
• Strong understanding of customer success metrics and KPIs, with a record of improving performance.
• Ability to explain and discuss software concepts with enterprise-level customers.

hirify.global-to-have">hirify.global to have

• Leadership experience in a SaaS company.
• Master’s degree in Business, Finance, or a related field.
• Familiarity with Salesforce and Gainsight.
• Experience with contact center technologies, premise-to-cloud migrations, or enterprise software support.

Culture & Benefits

• Work in a fast-paced, collaborative, and creative environment.
• Join a global organization with teams across more than 30 countries.
• Access internal career opportunities across multiple roles, disciplines, domains, and locations.
• Contribute to innovation in AI, cloud, digital customer experience, financial crime prevention, and public safety software.