Director, Customer Experience & Scaled Success

Location: Hybrid in Boston, Massachusetts, with attendance at the Boston office three days per week. U.S. work authorization is required.

Annual base salary: $115,500–$214,500, depending on experience, skills, qualifications, and location.

Company

hirify.global builds AI-powered SaaS software that helps property and casualty insurance carriers communicate with customers throughout the claims process.

What you will do

• Build scalable onboarding and product adoption journeys that create consistent customer experiences.
• Develop repeatable programs, workflows, and engagement systems that reduce operational coordination for Customer Success Managers.
• Design automated and semi-automated engagement using lifecycle, behavioral, and product usage signals.
• Identify friction points, adoption gaps, and engagement drop-offs, then design interventions to improve customer outcomes.
• Develop customer programs including webinars, forums, community initiatives, advocacy, and executive engagement experiences.
• Define performance metrics and optimize journeys and programs in partnership with Customer Operations, Learning & Enablement, Marketing, Product, and Customer Success.

Requirements

• 8–10+ years of experience in Customer Success, Customer Experience, Lifecycle Programs, Community, or related B2B SaaS roles.
• Experience building scalable customer engagement systems and operationalizing repeatable customer motions.
• Strong understanding of customer journey design, adoption systems, and behavioral engagement.
• Ability to reduce operational complexity and improve leverage for customer-facing teams.
• Data-driven approach with experience using behavioral and engagement signals to improve outcomes.
• Ability to work from the Boston office three days per week and authorization to work in the United States.

Nice to have

• Curiosity about AI-enabled workflows and emerging technologies.
• Experience building systems from scratch in ambiguous, fast-growing environments.

Culture & Benefits

• Values-driven culture centered on courage, humility, and shared success.
• Equity grants for all employees.
• 4% matching 401(k) program.
• Medical, dental, vision, disability, and life insurance for employees working 30 or more hours per week.
• Monthly wellness stipend, paid parental leave, flexible vacation policy, and opportunities for learning and growth.