Senior Customer Success Manager, Enterprise (AI)

Location: Chicago, IL, with an average of two days per week in the local hirify.global office

Salary: $131,000–$150,000 USD base salary annually, plus equity, benefits, and potentially sales commission

Company

hirify.global provides an employee experience platform that helps more than 6,000 companies improve employee engagement, performance management, and team effectiveness.

What you will do

• Manage a strategic portfolio of 40–55 enterprise customers with a combined $3.5M–$4M ARR.
• Own retention, adoption, expansion, GRR, and NRR across the customer book.
• Lead executive strategy reviews, adoption planning, value-based conversations, and renewal validation with senior stakeholders.
• Identify customer risks early and drive mitigation plans for lost sponsors, stalled adoption, and changing priorities.
• Partner with Sales, Renewal Managers, and pod leaders across the adopt, expand, and renew lifecycle.
• Use automated and AI-enabled workflows to surface opportunities, improve account planning, and reduce manual work.

Requirements

• Approximately 3 years of experience in enterprise customer success or account management.
• Experience with AI-forward solutions, adoption, change management, and executive stakeholder engagement.
• Demonstrated ownership of GRR and NRR alongside customer and commercial outcomes.
• Strong executive communication and data-informed, value-based conversation skills.
• Proactive risk management, customer and product curiosity, sound judgment, and effective cross-functional collaboration.
• Ability to use AI tools to synthesize information, prioritize work, and improve customer engagement.

Nice to have

• Experience contributing customer feedback, playbooks, and process improvements to broader customer experience and go-to-market practices.

Culture & Benefits

• Hybrid work with regular office collaboration.
• Equity through an Employee Share Option Program.
• Learning programs, coaching, quarterly refresh days, and an extended end-of-year break.
• Monthly wellbeing and lifestyle allowance, inclusive parental leave, and five annual social impact days.
• MacBook and home workspace setup budget.
• Medical insurance for employees and families in the US and UK.