Customer Success Lead (AI)

Location: Hybrid at hirify.global HQ in New York City, United States

Company

hirify.global is a fast-growing, venture-backed startup developing an AI-powered platform for real-time AI-moderated qualitative research interviews and automated synthesis.

What you will do

• Own relationships with key accounts, serving as the senior point of contact for customer champions and executive stakeholders.
• Drive renewals, retention, net revenue retention, and upsell or expansion outcomes across the book of business.
• Build repeatable onboarding, adoption, QBR, renewal, and expansion playbooks from the ground up.
• Define account health metrics and create dashboards to track customer success continuously.
• Manage and coach Customer Operations Associates and Customer Success Managers while supporting team structure, capacity planning, and hiring.
• Partner with Sales, Product, Engineering, Marketing, founders, and go-to-market leaders on handoffs, customer insights, roadmap feedback, and customer stories.

Requirements

• 8–10+ years of experience in customer success, account management, or a related customer-facing role.
• Prior ownership of renewals and expansion revenue.
• Experience managing or mentoring direct reports, or clear readiness for people leadership.
• Strong written and verbal communication, curiosity, business acumen, and independent ownership.
• Ability to work effectively in high-pressure, fast-paced environments with minimal oversight.
• Ability to work in a hybrid setup at the New York City headquarters.

Nice to have

• Experience at an early-stage startup.
• Familiarity with research, insights, or B2B SaaS industries.

Culture & Benefits

• Opportunity to define and scale the customer success function at a fast-growing startup.
• Direct collaboration with founders and go-to-market leaders.
• Culture focused on curiosity, speed, ownership, and continuous development.
• Competitive compensation with meaningful equity, benefits, and career growth potential.