Director of Customer Success (Warehouse Automation)

Location: Salem, NH, USA. Travel to customer sites and team meetings may be required.

Company

hirify.global develops warehouse automation solutions that store and move goods through complex technical systems.

What you will do

• Build and maintain strategic customer relationships, supporting operational goals, system health, onboarding, adoption, and long-term value.
• Identify customer risks, improvement opportunities, retention priorities, and expansion opportunities, then develop action plans.
• Lead strategic business and operational reviews covering KPIs, recommendations, customer health, and future growth.
• Lead, coach, mentor, and develop a team of Customer Success Managers.
• Define and execute regional Customer Success strategy, engagement methodologies, account planning, and continuous improvement initiatives.
• Monitor customer and team metrics, maintain reporting, support forecasting and capacity planning, and escalate complex 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, coaching, communication, presentation, organizational, prioritization, and time management skills.
• Ability to drive strategic initiatives while managing operational responsibilities and analyzing data to create actionable recommendations.
• 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 retention, customer satisfaction, expansion revenue, or operational performance.
• Experience building Customer Success programs, processes, or best practices.
• Experience in a global and matrixed organization.

Culture & Benefits

• Supportive and rewarding work environment focused on customer outcomes and continuous improvement.
• Medical, dental, and vision plans, plus an HSA with a company contribution.
• Paid time off, 12 holidays, paid exercise and volunteer time, and paid parental leave.
• 401(k) plan with employer match and discretionary profit-sharing contribution.
• Educational assistance, professional development, mentorship, coaching, life and disability insurance, and employee assistance programs.