Technical Customer Success Manager

TL;DR

Technical Customer Success Manager (AI): Onboarding clients and ensuring their successful integration of AI virtual agents into their existing systems, focusing on providing technical assistance, managing issue escalations, and building strong client relationships. Focus on proactive health checks, system monitoring, and advising clients on best practices to improve the performance of their virtual agents.

Company

hirify.global is the leading agentic AI platform for enterprise customer experience.

What you will do

• Educate customers on the company’s AI virtual agents and integrate them into current support systems.
• Provide technical assistance on integrating APIs, configuring conversation flows, training models, and troubleshooting deployment challenges.
• Serve as the primary contact for technical matters and advocate for client needs internally.
• Analyze AI effectiveness using KPIs, provide insightful reports, and advise on best practices for virtual agent performance.
• Gather client feedback for product improvement and collaborate with product managers, data scientists, and developers.
• Create technical documentation, SOPs, and manage client requests for customizations or changes to virtual agents.

Requirements

• 6+ years of experience in a Technical Customer Success or Technical Account Management role within a B2B, SaaS environment.
• Proven ability to work in a fast-moving startup culture.
• Relevant consulting and project management experience is required, preferably in the SaaS environment.
• Strong technical knowledge, working knowledge of APIs, and managing integrations.
• Familiarity with customer relationship management (CRM) software and support platforms.
• Must be willing and able to travel up to 20-30% of the time in response to customer needs.