Customer Success Lead (AI)

Location: San Francisco, United States; work arrangement: on-site

Salary: $200,000–$250,000 annual on-target earnings, split 75% base and 25% variable, plus equity

Company

hirify.global develops real-time AI agents for voice, chat, and email customer support and operations workflows for enterprise customers.

What you will do

• Own consumption, gross revenue retention, and net revenue retention across a portfolio of approximately 10 production customers.
• Build and track account-specific ramp plans from production go-live to annual minimum commitments and beyond.
• Coordinate customer expansion, volume routing, approvals, product fixes, and missing capabilities across customers, Forward Deployed Engineers, Product, and Sales.
• Lead production escalations, executive communications, monthly value reviews, and quarterly business reviews.
• Use conversation data, agent KPIs, and queue metrics to identify savings, new use cases, channels, intents, and lines of business.
• Build the customer success playbook and establish usage reporting with RevOps in Salesforce.

Requirements

• 5+ years of experience in customer success, technical account management, or account management at a usage- or consumption-based company.
• Experience personally carrying a consumption, NRR, or utilization target and taking customers from go-live to full committed value and beyond.
• Strong SQL or spreadsheet skills for analyzing usage, building burn-downs, and identifying stalled consumption.
• Knowledge of contact center metrics including containment, resolution rate, CSAT, AHT, transfer rate, and QA scoring.
• Experience managing executive relationships at Fortune 1000 companies and working with operations and IT teams.
• Hands-on experience with AI tools and production voice or chat AI agents.

Nice to have

• Experience at a company whose customer success function is paid on consumption, such as an API platform, CCaaS, cloud data, or AI platform.
• Experience selling or expanding conversational AI, CCaaS, or contact center automation in regulated or operationally complex industries.
• Experience running value reviews that quantified savings and led to larger customer commitments.

Culture & Benefits

• Founding customer success role reporting to the CEO and working directly with the founders and revenue leadership.
• Equity alongside $200,000–$250,000 OTE with quarterly variable compensation and accelerators above target.
• Daily catered lunch and a dinner stipend.
• $500 monthly wellness and commuter benefit.
• 401(k), medical, dental, vision, and paid parental leave.