Director of Customer Success (AI)

Location: On-site at hirify.global's New York City headquarters, 55 5th Ave #1701, New York, NY 10003. Full-time in-office attendance is required.

Salary: $220,000–$280,000 base salary per year, plus bonus and equity.

Company

hirify.global is a Series B AI startup building conversational agents that help home service companies book jobs, qualify leads, and increase revenue through high-value inbound calls.

What you will do

• Lead, hire, develop, and retain Technical Account Managers and Customer Success managers while carrying a small portfolio of accounts.
• Set the vision, operating model, career paths, performance standards, and coaching rhythms for the Customer Success organization.
• Own renewal forecasting, customer risk management, value realization, adoption, engagement, and retention strategies.
• Serve as the senior escalation point for customers and strengthen executive-level partnerships.
• Define escalation paths, staffing plans, workload distribution, metrics, knowledge bases, playbooks, and enablement materials.
• Coordinate the interface between Customer Success, Support, Delivery, Operations, Sales, Product, and Engineering, using support patterns to influence product priorities.

Requirements

• 8–12+ years of experience in Customer Success, including 5+ years in management.
• Experience building or leading Customer Success teams in high-growth B2B SaaS environments.
• Strong technical judgment with the ability to reason through complex production issues and teach others.
• Proven ability to hire, coach directly, and maintain high performance standards without micromanaging.
• Experience designing scalable systems and collaborating with Sales, Support, Product, and Engineering leadership.
• Must be in-office and engaged at the New York City location full-time.

Nice to have

• Experience building new Customer Success functions in high-growth, high-ambiguity environments.
• Experience balancing individual account ownership with organizational leadership.

Culture & Benefits

• Medical, dental, and vision insurance.
• Company-sponsored 401(k) through Vestwell.
• Flexible PTO and U.S. federal holidays.
• Company-wide off-sites and daily in-office lunch.
• Dinner when working late, commuter benefits, and late-night rideshare.
• Standing desks, workspace accommodations, and company-provided core tools and software.