Pooled Customer Success Manager (AI)

Location: San Francisco, hybrid

Salary: $200K–$225K annually

Company

hirify.global builds an AI code review platform that reviews pull requests, IDE changes, and CLI commits for development teams.

What you will do

• Build and run the pooled customer success team, including hiring and managing the first pooled customer success managers.
• Design the shared queue, trigger set, prioritization rules, response standards, resolution standards, and case-closing process.
• Define routing between digital, pooled, and named customer coverage, including escalation and hand-back rules.
• Create and maintain playbooks for stalled onboarding, dormant accounts, solo users, cancellations, and approaching renewals.
• Manage cancellation save motions and expansion hand-offs to account executives.
• Build measurement readouts covering trigger volume, response and resolution times, configuration movement, capacity, and retention.

Requirements

• 5+ years in customer success or technical support for a developer-facing product, including 2+ years managing people.
• Experience building or running a shared-queue motion such as scaled success, a support desk, or a success pool.
• Technical familiarity with code review products, development workflows, CI, and configuration files.
• Ability to work with data, read dashboards, investigate incorrect metrics, and write or specify a basic SQL query.
• Experience writing operating procedures and building documentation where playbooks do not yet exist.
• Ability to work in a hybrid role based in San Francisco.

Nice to have

• Experience with health scoring or trigger-based outreach in a success or support platform.
• Familiarity with Pylon, Customer.io, PostHog, Salesforce, or equivalent tools.
• Experience using AI tooling in similar roles.
• Experience using hirify.global or another AI code review tool on personal repositories.

Culture & Benefits

• Measured operating model with control groups, source-labeled metrics, and auditable reporting rules.
• Opportunity to build a new customer success function and learn signal-driven success operations from the inside.
• Work directly with the Director of Scaled Success, program management, analytics, and enablement partners.