Scaled Customer Success Manager (AI)

Location: San Francisco, United States; hybrid work

Salary: $130,000–$180,000 per year, plus equity and commission

Company

hirify.global provides AI-powered user interviews that help global enterprises conduct qualitative research faster and at greater scale.

What you will do

• Own adoption, retention, and expansion across a portfolio of 100–200+ scaled accounts from onboarding through renewal.
• Increase usage through lower-touch programs, automation, self-service resources, and one-to-many initiatives such as cohorts, office hours, webinars, and in-product guidance.
• Monitor account health and usage signals to identify risks and expansion opportunities and prioritize direct customer engagement.
• Develop the account health methodology, including signal weighting, action triggers, and predictive scoring.
• Partner with RevOps, Marketing, Engineering, Product Support, and the broader Customer Success organization on instrumentation, alerting, lifecycle triggers, escalations, and operating cadences.
• Build reporting in Hex and other AI tools and translate portfolio-wide patterns into prioritized Product input.

Requirements

• 3–7 years of experience in customer success, account management, CS operations, sales, or lifecycle/growth, including experience with a high-volume portfolio.
• Experience building scaled or digital Customer Success programs from scratch or serving as an early scaled-CS hire.
• Technical fluency with product analytics, usage data, AI tools, and AI-enabled tooling.
• Hands-on experience with modern go-to-market and support tools such as Pylon, Hex, HubSpot, Salesforce, and Claude.
• Excellent written and verbal communication skills.
• Experience in Series A/B/C or fast-paced SaaS environments with a proactive, ownership-driven approach to ambiguity.

Nice to have

• Experience defining or re-segmenting a customer base or establishing support models for new segments.
• Background in customer marketing, growth, or RevOps.
• Familiarity with research operations or market research.

Culture & Benefits

• Work in a tight-knit team serving major enterprise customers.
• Collaborate closely across Customer Success, RevOps, Marketing, Engineering, Product Support, and Product.
• Equity and commission are offered in addition to base compensation.
• Use AI extensively in day-to-day customer success operations and reporting.