Senior Customer Success Manager (AI)

Location: USA — Remote; travel up to 20% within the USA.

Company

hirify.global provides enterprise AI, cloud, and digital software, while Cognigy delivers an AI-first customer experience platform combining generative and conversational AI across channels.

What you will do

• Guide enterprise customers in adopting Cognigy's AI, conversational AI, and CCaaS solutions to achieve measurable business outcomes.
• Identify customer needs through structured discovery and coordinate the implementation of appropriate solutions.
• Provide technical guidance and explain the strategic business value of product features to enterprise executives.
• Define and track customer success metrics, report delivered value, and develop retention strategies including executive business reviews.
• Create customer-aligned sales proposals, negotiate terms, and support expansion opportunities.
• Collaborate with sales and technical teams while developing customer advocates through case studies, testimonials, and referrals.

Requirements

• At least 5 years of experience as a Customer Success Manager in the software industry.
• Required experience with CCaaS, AI, or conversational AI.
• Proven success driving customer retention, product adoption, ROI, and measurable business outcomes.
• Strong written and verbal communication skills, including executive-level dialogue and technical discussions.
• Experience with CRM platforms, customer success tools, and data analysis software.
• Understanding of SaaS models, business and IT processes, and process optimization.

Culture & Benefits

• Remote work from the USA with travel of up to 20% within the country.
• Fast-paced, collaborative, and creative working environment.
• Opportunities for learning, growth, and internal career development across multiple roles and locations.
• Work within a global organization serving enterprise customers across more than 100 languages.