Senior Customer Success Manager (AI)

Location: United States; remote role

Base salary: $90,000–$135,000 per year

Company

hirify.global builds an AI-powered personalization platform for autonomous search, conversational shopping, and autonomous marketing, serving more than 1,400 global brands.

What you will do

• Manage a portfolio of customer accounts and act as a trusted advisor focused on adoption, outcomes, retention, and satisfaction.
• Define business questions, success metrics, reporting requirements, and analytical narratives demonstrating platform value.
• Interpret campaign revenue, average order value, customer lifetime value, adoption, and benchmark performance with customers.
• Investigate tracking, methodology, attribution, data, configuration, and integration issues when systems disagree.
• Brief and coordinate Technical and Business Consultants on custom reporting, data investigations, and implementation work.
• Translate customer feedback into actionable product input and lead success planning, business reviews, and risk management with the Account Manager.

Requirements

• 4–7 years of experience in B2B and/or B2C SaaS, ideally in customer success, technical account management, e-commerce, marketing, or analytics.
• Experience leading projects and ideally teams, with the flexibility to adapt to changing products, AI capabilities, and customer expectations.
• Familiarity with BI or analytics environments such as Looker, Tableau, Power BI, GA4, Amplitude, or Mixpanel, plus SQL or strong spreadsheet skills.
• Knowledge of marketing attribution concepts including last-touch and multi-touch attribution, lookback windows, and incrementality.
• Experience with customer segmentation such as RFM, cohort, lifecycle, or CLTV segmentation.
• Technical fluency with campaign and lifecycle platforms, commerce data, consumption-based SaaS models, and structured problem triage.

Nice to have

• Experience with Liquid, AMPscript, Jinja, or Handlebars.
• Experience with Gainsight, Catalyst, Totango, or a similar customer success platform.
• Experience supporting a platform migration.

Culture & Benefits

• Virtual-first work environment with flexible working hours and hirify.global hubs across three continents.
• Medical, dental, and vision insurance, plus a 401k plan with employer contribution.
• Annual professional education budget of $1,500 and access to personal development programs.
• Paid volunteering days, quarterly additional days off, extended parental leave, employee assistance, and wellness programs.
• Potential equity awards and company performance bonus, depending on role, seniority, location, and employment type.