VP Customer Experience (AI)

Location: Remote in the United States

Salary: $200,000–$245,000 annual compensation, plus equity and bonus.

Company

hirify.global provides an AI-powered operating system for museums, attractions, tours, and activities, supporting more than $7B in bookings across thousands of merchants.

What you will do

• Lead the unified Onboarding, Customer Success, and Technical Support organization across hirify.global Pro, Connect&GO, and ACME Ticketing.
• Design the post-sales operating model, organizational structures, role definitions, processes, playbooks, and accountability systems following the acquisitions.
• Drive retention, expansion, upsell, NDR, lifetime value, customer satisfaction, and cost-to-serve improvements.
• Apply AI, automation, data, and agentic workflows to accelerate onboarding, identify churn and expansion signals, improve support resolution, and reduce manual work.
• Own KPI frameworks, dashboards, reporting, and continuous improvement across all three functions.
• Translate customer feedback and operational data into recommendations for Product, Engineering, Marketing, Sales, and executive leadership.

Requirements

• 10+ years of experience in Customer Success, Onboarding, and/or Support, including VP or Senior Director ownership of at least two functions.
• Experience transforming operating models, architecting workflows, and improving cost-to-serve or CX efficiency without reducing satisfaction.
• Hands-on experience with AI tools, automation, and agentic workflows, including their limitations, failure modes, and iteration.
• Strong data fluency and experience building metrics frameworks, interpreting dashboards, and driving decisions from data.
• SaaS experience spanning complex enterprise post-sales operations and high-velocity SMB or mid-market environments.
• Bachelor’s degree required; MBA preferred. Player-coach leadership style required.

Nice to have

• Multi-brand or post-M&A integration experience.
• Background in travel, ticketing, attractions, ResTech, payments, or transactional SaaS.
• Experience managing globally distributed teams.
• French fluency.
• Lean, Six Sigma, Scrum, or equivalent process-improvement experience.

Culture & Benefits

• Remote-first work environment.
• Equity and annual bonus offered in addition to base compensation.
• Culture focused on customer obsession, meaningful execution, purposeful collaboration, and continuous improvement.
• Opportunity to shape a unified customer experience organization during a post-acquisition transformation.

Hiring process

• Recruiter screen covering the role and minimum qualifications.
• Top Grading interview with the Chief People Officer, followed by a hiring manager interview with the Chief Revenue Officer.
• AI Discovery with the Chief Marketing Officer, executive interview with the co-founders, references, and offer.