Director, Client Success

TL;DR

Director, Client Success: Building and leading a client success organization with an accent on managing client health and retention risk using NPS, driving portfolio outcomes, and standardizing operational processes. Focus on coaching customer success managers, planning account/segmentation strategy, and ensuring compliance and service quality while collaborating cross-functionally to expand services.

Location: Remote (US Only)

Company

hirify.global provides cloud-based software and services for purpose-driven organizations.

What you will do

• Build and lead a team of Client Success Managers (including mentorship, training, and performance management).
• Manage client health and retention risk, using NPS and other methods to provide predictive visibility into at-risk accounts.
• Own portfolio planning and relationship management strategy (satisfaction, renewal rates, and expansion outcomes) in collaboration with executive leadership.
• Coach the team on standard work execution, process standardization, and process optimization to improve efficiency and effectiveness.
• Establish and maintain service quality standards and ensure services comply with industry regulations and standards.
• Drive service expansion by identifying unmet needs, improving CSM conversations, and managing targeted expansion campaigns.

Requirements

• US work eligibility required (no sponsorship).
• 5+ years of experience in Account Management, Client Success Management, or Association Executive roles.
• Bachelor’s degree required (or equivalent experience).
• Experience managing customer success teams of 6–10 members across multiple segments.
• Strong analytical and problem-solving skills, including KPI monitoring for retention and growth.
• Proven ability to work independently and manage multiple priorities and deadlines.

Nice to have

• Salesforce experience.
• Experience with SaaS solutions and a client success platform.
• Association/non-profit sector experience.

Culture & Benefits

• Medical, dental, and vision benefits.
• 401(k) savings plan with company match.
• Flexible planned paid time off and generous sick leave.
• Employer-paid parental leave and employer-paid short-term disability.
• Remote work flexibility and work-life balance focus.

Hiring process

• Identity verification and completion of employment eligibility verification upon hire.