VP, Customer Success Operations & Retention (AI)

Location: Remote (US), with occasional travel

Company

hirify.global serves more than 25,000 customers across multiple industries and is developing an AI-native Customer Success operating model.

What you will do

• Design and lead the scaled Customer Success operating model using segmentation, lifecycle orchestration, AI, automation, and targeted human engagement.
• Own the operating strategy for customer retention, Gross Revenue Retention, and Net Revenue Retention alongside the renewal organization.
• Build and lead teams responsible for lifecycle programs, engagement operations, customer intelligence, health scoring, and scaled execution.
• Define customer health signals, automation triggers, and the points where human expertise delivers the greatest impact.
• Partner with GTM Engineering to evaluate, build, and operationalize AI capabilities across the customer lifecycle.
• Coordinate with Product, Marketing, Support, Professional Services, Sales, and Engineering to create a unified customer experience.

Requirements

• 10+ years of experience leading Customer Success, Customer Success Operations, RevOps, Digital Customer Success, or similar organizations in B2B SaaS.
• Experience building scaled Customer Success capabilities rather than inheriting existing organizations.
• Strong understanding of customer journeys, technology, AI, operations, and commercial outcomes as one operating system.
• Experience owning retention metrics and influencing Gross Revenue Retention, Net Revenue Retention, adoption, and expansion.
• Ability to discuss operating strategy with executives and redesign playbooks, workflows, and operating processes with the team.
• Systems-oriented approach focused on experimentation, automation, and continuous improvement.

Culture & Benefits

• Opportunity to build a largely new Customer Success operating model and organization.
• Role has executive backing and decision-making autonomy.
• Work focuses on shaping the systems, teams, and operating model used to scale customer operations over the long term.
• Remote work in the US with occasional travel.