Customer Success Manager (AI)

Location: Brighton, United Kingdom; remote work with 1–3 days per quarter in the office

Company

hirify.global provides a cloud compliance platform that combines tax and technology to support transactions, tax returns, and customer API integrations.

What you will do

• Manage a high-volume portfolio of mid-market and strategic customers, maintaining proactive engagement and meaningful touchpoints.
• Guide customers through hirify.global’s products, onboarding, value reviews, quarterly business reviews, and success planning.
• Identify account risks, create action plans, and execute strategies to improve retention and prevent churn.
• Partner with Account Managers on renewals, expansion opportunities, and qualified leads for additional products and services.
• Escalate customer issues, coordinate with internal teams, and act as the customer’s voice across Product, Marketing, and Customer Education.
• Use AI and automation to improve efficiency, customer insights, and the overall customer experience.

Requirements

• 3+ years of experience as a Customer Success Manager at mid-market or strategic level.
• Experience managing a high-volume book of business and delivering results in a fast-paced environment.
• Strong verbal, written, video, and in-person communication skills with the ability to adapt messaging to different stakeholders.
• Experience using Salesforce and Gainsight.
• Familiarity with enterprise systems such as ERP, CRM, eCommerce, POS, and OMS.
• Ability to analyse complex or conflicting information and identify practical solutions.

Nice to have

• Knowledge of GST, VAT, or indirect tax.

Culture & Benefits

• AI is embedded in workflows, decision-making, and products, with daily opportunities to apply AI to business challenges.
• Paid time off and paid parental leave.
• Eligibility for bonuses as part of the total rewards package.
• Private medical, life, and disability insurance, depending on location.
• Employee resource groups supported by senior leadership and executive sponsors.