Director of Customer Experience (AI)

Location: New York City, United States; hybrid work with an expectation of working from the office at least two days per week. Occasional team and company offsites are required.

Annual base salary: $155,000–$220,000 USD, plus discretionary bonus, equity, and benefits.

Company

hirify.global builds an end-to-end platform for developing, training, and deploying AI systems, combining developer-first software with large-scale AI compute.

What you will do

• Define and own the customer experience strategy across onboarding, implementation, adoption, technical success, support coordination, retention, and expansion.
• Build, lead, and develop a global team of Technical Account Managers and Support Engineers.
• Establish account-health frameworks using product usage, platform reliability, workload performance, customer sentiment, support activity, and commercial risk.
• Create escalation and incident-management processes with fast response, clear ownership, internal coordination, and proactive communication.
• Define and track metrics including time to value, activation, adoption, workload growth, retention, expansion, resolution time, and customer satisfaction.
• Turn customer conversations and usage patterns into actionable insights for Product and Engineering while scaling automation, self-service, and repeatable programs.

Requirements

• 10+ years of experience in customer experience, customer success, technical account management, solutions architecture, professional services, or a related customer-facing function.
• Experience building or scaling customer experience organizations for technically complex products.
• Strong technical fluency and credibility with engineering leaders, ML engineers, AI researchers, infrastructure teams, and enterprise platform organizations.
• Proven ability to improve customer adoption, retention, account health, and operational execution through measurable systems.
• Strong judgment during high-pressure customer escalations and excellent written and verbal communication skills.
• Ability to influence Product, Engineering, Infrastructure, Sales, and Finance while operating strategically in an ambiguous, fast-moving environment.

Nice to have

• Familiarity with PyTorch, distributed training, model serving, inference, Kubernetes, Slurm, GPU clusters, or modern AI development workflows.
• Experience supporting product-led and enterprise sales motions.
• Experience building global or follow-the-sun customer coverage models.
• Experience developing AI-powered customer operations, automation, self-service tooling, or customer intelligence systems.

Culture & Benefits

• Builder-oriented culture focused on urgency, ownership, open communication, team development, continuous improvement, and long-term thinking.
• Medical, dental, and vision coverage for employees and eligible dependents.
• RSUs, 401(k) matching in the U.S., flexible time off, company holidays, and a two-week winter company closure.
• Paid parental and family leave, professional development allowance, wellness and work-from-home stipends, and a paid sabbatical after four years.
• Flexible schedules, a hybrid work model for office-based teams, and complimentary meals at office hubs.