Head of Customer Success (AI)

Location: New York City, United States; hybrid work required three days per week

Salary: $200,000–$230,000 per year

Company

hirify.global provides an AI-powered estate and tax planning platform for financial institutions, combining enterprise-grade security with legal and tax expertise.

What you will do

• Define the multi-year Customer Success roadmap across Support, Onboarding, and Enablement.
• Build, coach, and retain a high-performing customer-success team with clear ownership and accountability.
• Design scalable onboarding frameworks, support models, workflows, SOPs, tooling, and escalation paths.
• Champion AI and automation to scale customer support and establish KPIs and operating reviews.
• Partner with Sales, Account Management, Product, and Design across the customer lifecycle and product roadmap.
• Represent customer needs in cross-functional planning and step into customer interactions when needed.

Requirements

• Demonstrated ownership of customer-success outcomes supported by measurable data and specific improvements.
• Experience leading and aligning teams, with strong coaching and people-management skills.
• Ability to operate with ambiguity and speed while applying institutional rigor and startup adaptability.
• Executive presence, polished communication, and the ability to present data and recommendations to leadership.
• Empathy for financial advisors and understanding of the impact of customer experience on their end clients.
• Experience leading Support or Onboarding through Series A/B growth or scaling an established Customer Success or Customer Experience function.

Nice to have

• Experience in fintech or another regulated, relationship-driven industry.
• Experience scaling an AI-assisted support model such as Intercom or Fin.
• Experience building enterprise and SMB onboarding motions in parallel.

Culture & Benefits

• Hybrid work arrangement in New York City.
• Medical, dental, and vision insurance with low-cost premiums.
• Company-paid life, short-term disability, and long-term disability insurance.
• Paid parental leave upon eligibility and flexible PTO.
• Company equity managed through Carta and a 401(k) with matching and immediate vesting.
• Paid holidays, birthday time off, and free estate planning for life.