Principal Customer Success Manager (AI)

Location: London, England, with the position based at the London office near Waterloo and Blackfriars. The role requires travel 2–3 times per quarter.

Company

hirify.global provides an AI-first hybrid observability platform that delivers visibility and actionable intelligence across on-premises, cloud, and edge environments.

What you will do

• Manage post-sales relationships with strategic, complex, and high-value enterprise customers.
• Drive onboarding, adoption, retention, renewals, expansion, advocacy, and measurable customer outcomes.
• Build and evolve strategic Success Plans, business-unit maps, engagement models, and executive business reviews.
• Act as the strategic orchestrator across Sales, Account Management, Professional Services, Support, Product, and Engineering.
• Identify adoption, product, relationship, commercial, and competitive risks before they affect renewals or customer value.
• Use approved AI tools for account research, analysis, communications, planning, and customer insight synthesis while protecting data and validating outputs.

Requirements

• Bachelor’s degree or equivalent, preferably in a technical discipline.
• At least 8 years of experience in technical customer success, customer support, technical product training, or value articulation, preferably in SaaS.
• Strong knowledge of enterprise IT infrastructure, cloud, networking, observability, and IT operations.
• Expertise in developing Success Plans and presenting data and strategic insights to executive and C-level stakeholders.
• Demonstrated AI fluency, including practical experience with generative AI or AI-assisted tools and responsible validation of AI-generated outputs.
• Ability to work in a fast-paced, dynamic environment and travel 2–3 times per quarter.

Nice to have

• Experience working at a SaaS company.
• Technical degree or equivalent technical background.

Culture & Benefits

• Culture based on trust, customer obsession, agility, performance, recognition, and continuous improvement.
• Centers of Energy support collaboration, productivity, creativity, and team connection.
• Inclusive workplace committed to equal opportunity and accessibility.
• Opportunities to influence Customer Success strategy, codify best practices, and coach colleagues.