Vice President, Customer Experience (AI)

Location: Remote

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

Company

hirify.global provides an AI-powered SaaS platform for museums, attractions, tours, and activities, supporting booking operations and guest experiences across multiple brands.

What you will do

• Lead onboarding, customer success, and technical support across hirify.global Pro, Connect&GO, and ACME Ticketing.
• Design a unified post-sales operating model, including organizational structures, role clarity, playbooks, workflows, and accountability.
• Use AI, automation, knowledge systems, and data to improve onboarding, support efficiency, retention, and expansion.
• Define KPI frameworks and reporting for time-to-value, NDR, CSAT, NPS, renewals, churn, resolution metrics, and cost-to-serve.
• Lead multi-brand transformation and post-acquisition integration while aligning Sales, Marketing, Product, Engineering, and executive leadership.
• Own the customer feedback loop and translate customer insights into product and business recommendations.

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 customer experience efficiency.
• Hands-on experience with AI tools, automation, and agentic workflows, including understanding failure modes and iteration.
• Strong data fluency and experience building metrics frameworks, interpreting dashboards, and driving decisions from data.
• SaaS experience across complex enterprise post-sales operations and high-velocity SMB or mid-market environments.
• Bachelor’s degree required; MBA preferred. A player-coach approach is expected.

Nice to have

• Multi-brand or post-M&A integration experience.
• Experience 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 with a globally distributed team.
• Equity and bonus opportunities.
• Work focused on customer obsession, collaboration, operational rigor, and continuous improvement.
• Opportunity to apply AI and automation to complex customer operations across multiple brands.

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.