Director of Customer Success, SMB (AI)

Location: United States, remote; NYC-based (remote); San Mateo, CA. Geo-hub employees typically work from the office on Tuesdays and Wednesdays and remotely the rest of the week.

Company

hirify.global develops AI technology for dental providers and insurers to improve oral healthcare delivery.

What you will do

• Lead retention, churn reduction, and expansion targets for the SMB customer segment.
• Recruit, train, mentor, and manage a high-performing customer success team.
• Develop customer success strategies, segmentation approaches, engagement models, and risk mitigation frameworks.
• Drive the post-sale journey from onboarding and activation through renewal and expansion.
• Build relationships with dental practices, dental professionals, and dental organizations while representing customer needs internally.
• Report on retention forecasts, customer health, renewal pipelines, and portfolio performance to senior management.

Requirements

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

Culture & Benefits

• Remote flexibility with vibrant in-person workspaces and a hybrid workplace model.
• 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.
• Values focused on excellence, velocity, ownership, and win-win collaboration.