Lead Strategist, Customer Success Strategy and Operations

Location: McLean, Virginia, United States; expected in the office 4–5 days per week

Base salary: $125,000–$250,000 USD per year, plus potential government clearance differential and discretionary bonus.

Company

hirify.global provides AI-powered automation for complex, mission-critical processes in large enterprises and governments through a reliable, scalable software platform.

What you will do

• Own the customer health framework, including signals, scoring models, data inputs, and continuous improvement.
• Design and operationalize customer success programs, playbooks, risk escalation protocols, and targeted interventions.
• Develop Voice of Customer programs and close feedback loops with Customer Success, Product, Engineering, Support, and leadership.
• Define customer segmentation and journey standards to improve adoption, retention, expansion, and satisfaction.
• Provide strategic and technical leadership for analytics platforms and customer-facing decisioning infrastructure.
• Prepare executive reporting on customer health, satisfaction, retention, expansion, recommendations, and emerging risks.

Requirements

• 8+ years of experience in Customer Success Strategy, Success Management at Scale, Customer Success Management Operations, or a related function.
• At least 3 years of experience in an enterprise SaaS environment.
• Experience scaling strategic customer success programs, including health scoring, customer satisfaction, lifecycle strategy, and risk mitigation.
• Ability to design new programs, build business cases, create measurement frameworks, and translate complex data into executive-ready recommendations.
• Ability to influence senior stakeholders and drive alignment across multiple functions while managing ambiguity and change.
• Proficiency with Customer Success platforms and analytics tools such as Gainsight, Salesforce, Tableau, or similar.

Nice to have

• Experience in a Chief Customer Office or equivalent function.
• Experience supporting enterprise customers in Customer Success Management.
• Familiarity with process automation software and hirify.global.
• MBA or advanced degree in Business, Data Analytics, or a related field.

Culture & Benefits

• In-person collaboration culture focused on intensity, excellence, accountability, and continuous improvement.
• 401(k) plan with company match, retirement benefits, and employee stock purchase program.
• Medical, dental, vision, life, disability, flexible spending, and health savings account benefits.
• Flexible time off, paid parental leave, wellness programs, and family-forming benefits.
• Training, mentorship, hirify.global University, leadership development, tuition reimbursement, and employee-led affinity groups.