Strategic Customer Success Manager, Enterprise (Agentic AI)

Location: United States (Remote); travel 30–50% for key customer, executive, and internal meetings.

Company

hirify.global provides an agentic AI platform for enterprise customer experience, helping global brands automate customer interactions and improve operational efficiency.

What you will do

• Run a portfolio of strategic enterprise accounts with operating plans covering adoption, value realization, executive alignment, risk mitigation, renewal, and expansion discovery.
• Maintain customer success plans and roadmaps, including success criteria, stakeholder maps, value milestones, risks, renewal strategies, and growth areas.
• Build trusted relationships with executives and lead Executive Business Reviews, roadmap discussions, value reviews, and risk reviews.
• Own the renewal cycle from T-180, maintain weekly renewal forecasts, and lead documented plans for renewal, extension, or churn mitigation.
• Partner with Account Management on expansion opportunities and provide customer context covering business problems, value, stakeholders, timing, and strategic fit.
• Translate customer feedback and delivery friction into product business cases while advising customers on agentic AI, generative AI, and responsible enterprise deployment.

Requirements

• 10+ years of experience in enterprise Customer Success, Strategic Account Management, Management Consulting, or a comparable post-sales role in B2B SaaS or enterprise technology.
• At least 5 years managing complex enterprise customers and a track record of retention planning, renewal forecasting, executive engagement, risk management, and expansion discovery.
• Strong executive presence and experience working with VP and C-suite stakeholders during high-stakes business conversations.
• Strong commercial, analytical, and program-management judgment, with the ability to convert business signals into measurable action plans.
• Technical fluency in integrations, architecture discussions, delivery constraints, and business impact; solution-architect experience is not required.
• Working knowledge and daily practical use of LLM-based and agentic AI systems, including prompting, knowledge grounding, tool use, evaluation, guardrails, failure modes, and responsible deployment.

Nice to have

• Experience with CCaaS and agent desktop ecosystems such as Salesforce, Zendesk, LivePerson, and Amazon Connect.
• Experience with customer success tools.

Culture & Benefits

• Remote position based in the United States.
• Regular travel for customer, executive, and internal meetings.
• Opportunity to work with enterprise agentic AI and customer experience automation.
• AI tools may support parts of the hiring process, while final hiring decisions are made by humans.

Hiring process

• Applicants must not use AI language models to generate application responses or content.
• hirify.global participates in E-Verify for work authorization for United States-based applicants.