Director of Customer Success, DSO (AI)

Location: United States, remote; NYC-based remote and San Mateo, CA locations are also listed. The broader workplace model includes hybrid geo-hubs in San Mateo, New York City, Boston, and Salt Lake City, with office attendance on Tuesdays and Wednesdays for employees living in those hubs.

Company

hirify.global develops dental AI technology used by dental providers and insurers to improve oral healthcare.

What you will do

• Lead retention, churn reduction, net revenue retention, and expansion targets for the SMB customer base.
• Recruit, manage, mentor, and develop a high-performing customer success team.
• Build customer success strategies, segmentation models, engagement approaches, onboarding programs, and lifecycle playbooks.
• Drive the post-sale customer journey from onboarding and activation through renewal and expansion.
• Manage customer relationships, analyze health scores and portfolio data, and identify risks and growth opportunities.
• Collaborate with sales, product, and marketing while preparing forecasts, reports, and quarterly complaint-trending reviews for medical device regulatory compliance.

Requirements

• At least 5 years of customer success or account management experience, including at least 2 years in management.
• At least 2 years of experience working with dental practices or DSOs and strong knowledge of dental industry dynamics.
• Demonstrated experience developing customer success strategies, onboarding programs, health scoring, and lifecycle engagement models.
• Strong leadership, communication, relationship management, analytical, and problem-solving skills.
• Ability to use systems and AI tools to draw conclusions and improve efficiency.
• Proficiency with CRM and customer success tools such as Salesforce, Gainsight, or similar platforms.

Culture & Benefits

• Flexible remote and hybrid workplace with in-person collaboration in designated geo-hubs.
• Competitive compensation and equity.
• 401(k) with matching, medical, dental, and vision coverage, life and AD&D insurance, and optional HSA contributions.
• Eight weeks of paid parental leave, flexible time off, and company-paid holidays.
• Annual learning and development stipend.