Director of Customer Success (Robotics)

Location: Salem, NH, USA; travel to customer sites and team meetings as needed

Company

hirify.global develops warehouse automation solutions designed to store and move goods.

What you will do

• Build and maintain strategic customer relationships, supporting successful implementation, onboarding, adoption, and long-term system health.
• Lead and develop Customer Success Managers through coaching, mentoring, performance management, and career development.
• Define and execute regional Customer Success strategy, engagement methodologies, account planning, and continuous improvement initiatives.
• Monitor customer health, retention, expansion opportunities, NPS, adoption, and team performance through reporting and operational reviews.
• Collaborate with Sales, Solutions Engineering, Product Management, Technical Support, Operations, and partners to improve customer outcomes.
• Identify customer risks and growth opportunities, manage escalations, and communicate strategic issues to leadership.

Requirements

• Experience in Customer Success, Account Management, Strategic Account Management, or a related customer-facing role.
• Previous direct people management, team leadership, mentoring, or coaching experience.
• Strong leadership, communication, organizational, prioritization, and stakeholder-management skills.
• Ability to drive strategic initiatives, analyze data, identify trends, and translate insights into action plans.
• Technical aptitude for understanding complex technology solutions and customer operational environments.
• Experience managing escalations and resolving complex customer challenges; willingness to travel to customer sites and team meetings as needed.

Nice to have

• Experience leading Customer Success teams supporting enterprise or strategic accounts.
• Experience with warehouse automation, robotics, supply chain technology, software, or other complex technical solutions.
• Experience improving customer retention, satisfaction, expansion revenue, and operational performance.
• Experience building Customer Success programs, processes, or best practices.
• Experience working in a global and matrixed organization.

Culture & Benefits

• Medical, dental, and vision plans.
• Health Savings Account with a company contribution.
• Paid time off, 12 holidays, paid exercise time, paid volunteer time, and paid parental leave.
• 401(k) plan with employer match and discretionary profit-sharing contribution.
• Educational assistance, professional development, mentorship, and coaching programs.
• Life, disability, and employee assistance insurance programs.