Director of Customer Success

Location: Full-time, in-person position in Austin, TX

Company

hirify.global provides a fraud prevention platform and modern payment solution for real estate, helping title companies, law firms, and financial services organizations securely transfer information and funds.

What you will do

• Own gross and net revenue retention, product adoption, and customer health across Enterprise and Mid-Market segments.
• Lead, coach, hire, and develop a team of Customer Success Managers.
• Build scalable onboarding, QBR, segmentation, renewal, and expansion playbooks.
• Manage escalations for high-value and at-risk accounts and develop solutions with senior leadership.
• Partner with Sales, Product, and Support on handoffs, feedback loops, and the customer experience.
• Establish health scoring, forecasting, reporting, and data-driven processes for churn prevention and expansion.

Requirements

• 8+ years of experience in Customer Success, Account Management, or post-sale roles in B2B SaaS.
• At least 4 years leading and scaling Customer Success teams.
• Experience owning retention and expansion metrics, including NRR, GRR, and churn.
• Experience building health scoring, forecasting, tiering, onboarding, segmentation, and renewal processes.
• Strong people leadership skills, including hiring, coaching, developing, and retaining CSMs.
• Ability to present to VP-level customers, deliver board-level retention updates, and participate in cross-functional product reviews.

Nice to have

• Background in real estate, title, mortgage, proptech, or fintech.
• Familiarity with Customer Success platforms for health scoring and lifecycle automation.
• Experience with compliance-sensitive or transaction-based SaaS products.
• Experience scaling a Customer Success organization through Series A to C/D growth.
• Comfort using AI tooling in Customer Success workflows.

Culture & Benefits

• Equity compensation and a competitive salary.
• Medical, dental, vision, and life insurance.
• Unlimited PTO, parental leave, and a 401(k) match.
• Fully subsidized downtown parking, a weekly lunch stipend, and access to an onsite gym and locker rooms.
• Monthly team lunches, social events, and sports outings.