Director of Customer Success (SaaS)

Location: Remote, United States

Salary: $135K–$150K annually, plus bonus, benefits, and flexible time off.

Company

hirify.global provides SaaS technology that helps public safety agencies strengthen teams, build operational skills, and improve outcomes for supervisors, trainers, call takers, dispatchers, officers, medics, and leaders.

What you will do

• Define and execute the customer success strategy across a portfolio of products serving 911/ECC centers and public safety agencies.
• Lead customer maturity, adoption, success planning, value realization, executive business reviews, health monitoring, and risk management.
• Build proactive processes to identify, escalate, and mitigate customer risks while supporting renewals with evidence of adoption, outcomes, and relationship strength.
• Represent the customer across Product, Marketing, Enablement, Support, and Professional Services, converting feedback and usage data into product and adoption improvements.
• Lead and develop the Customer Success team through playbooks, training, coaching, quality reviews, portfolio design, and capacity planning.
• Establish and report KPIs that provide leadership with visibility into customer trends, risks, opportunities, and portfolio health.

Requirements

• 7+ years of experience in Customer Success, account management, or a related customer-facing SaaS role, including experience leading and developing a Customer Success team.
• Track record of improving adoption, satisfaction, retention, and value realization at scale.
• Required experience in public safety, such as work as a public safety professional, responder, telecommunicator, or public safety vendor.
• Experience with public safety agencies, 911/ECC operations, law enforcement, or CJIS-governed environments.
• Experience building segmentation, health scoring, success planning, customer maturity, and risk-management frameworks.
• Strong communication, facilitation, coaching, data analysis, executive stakeholder management, and cross-functional leadership skills.

Nice to have

• Experience in a growing or evolving SaaS organization.

Culture & Benefits

• Remote work within the United States.
• Bonus eligibility, benefits, and flexible time off.
• Mission-driven work supporting professionals in public safety and mission-critical operations.

Hiring process

• Employment is conditional on passing FBI fingerprinting and background checks in multiple states.