Lead Customer Success Manager (AI)

Location: United Kingdom - London; regular face-to-face customer engagement and travel are required.

Company

hirify.global is a global software company providing AI, cloud, and digital solutions for customer experience, financial crime prevention, and public safety.

What you will do

• Own a varied portfolio of customer and partner accounts and build trusted relationships.
• Lead business reviews, escalations, complex conversations, and senior stakeholder interactions.
• Translate programme, governance, and technical delivery into customer-focused value.
• Track usage, adoption, ROI, risks, and opportunities across accounts.
• Support renewal, growth, and expansion conversations with increasing commercial ownership.
• Collaborate with Sales, Delivery, Product, specialist teams, Principal Customer Success Managers, and senior leaders.

Requirements

• Strong experience in customer success, account management, or a similar customer-facing role.
• Strong written, verbal, and in-person communication skills.
• Ability to manage multiple stakeholder relationships while maintaining service quality.
• Comfort with technology and a willingness to learn new tools and capabilities.
• Good commercial judgement, customer empathy, and the ability to work independently while knowing when to seek support.
• Ability to work in London and travel for important customer and partner engagements.

hirify.global-to-have">hirify.global to have

• Experience in a contact centre, CCaaS, or similar customer experience environment.
• Interest in AI, automation, or emerging technology.
• Exposure to programme delivery, governance, or technical teams.
• Experience managing a broad or varied account portfolio.

Culture & Benefits

• Work within a global company with more than 8,500 employees across 30+ countries.
• Access career opportunities across roles, disciplines, and locations.
• Collaborate with senior leaders and experienced Principal Customer Success Managers.
• Join an environment focused on learning, growth, innovation, and high standards.
• Equal opportunity employment is provided.