Director, Customer Success Operations (AI)

Location: Hybrid, based in the New York City office for the US business

Salary: $180K–$220K base salary, plus equity

Company

hirify.global uses AI and machine learning to create physics-enabled digital twins of electricity grids, helping utilities simulate weather and structural risks and build more resilient infrastructure.

What you will do

• Build and operationalize the Customer Success Operations function in the US, developing it from an early-stage foundation into a scalable operating model.
• Define and embed project management and customer engagement standards, including coaching for priority projects.
• Design project tracking, reporting, and dashboard infrastructure covering status, risks, and value delivery from team rituals to executive reporting.
• Set standards for team structures, resource allocation, and contract reviews with Product and Engineering.
• Build Customer Success onboarding and continuous learning systems.
• Track team sustainability signals and surface individual-contributor insights to help manage burnout risk.

Requirements

• 5+ years in management consulting at Project Leader/Manager level or in Customer Success/Professional Services Operations leadership.
• Deep experience with complex software implementations, digital transformations, enterprise software deployments, or PMO strategy.
• Experience leading operational change programs with strong knowledge of governance, risk mitigation, and value realization.
• Track record of building or substantially redesigning project management standards, rituals, or PMO functions.
• Ability to define strategy and methodology while also supporting project teams with execution challenges.
• Strong communication, data, reporting, dashboard, and project management tooling skills, including tools such as Fibery, Jira, or Asana.

Nice to have

• Experience in infrastructure, particularly the energy sector.

Culture & Benefits

• Opportunity to establish a brand-new function and influence global operations strategy.
• Strategic autonomy combined with accessible collaboration across engineering, leadership, and other functions.
• Work on AI- and machine-learning-enabled technology supporting the resilience of global energy grids.
• Equity included as part of the total compensation package.