Manager of Customer Success, SMB (AI)

Location: United States, Remote. The role is part of a hybrid workplace, with geo-hubs in San Mateo, New York City, Boston, and Salt Lake City; employees in these hubs typically work from the office on Tuesdays and Wednesdays.

Company

hirify.global develops AI technology for dental providers and insurers to improve oral health and care delivery.

What you will do

• Own SMB net revenue retention, gross churn, contraction, and retention forecasting.
• Build churn-prevention systems, save playbooks, risk detection, and escalation paths.
• Hire, onboard, coach, and scale a team of SMB Customer Success Managers.
• Improve onboarding and time-to-live for new dental practices and locations through self-serve and automated workflows.
• Drive activation and adoption across Vision, Voice, and RCM, using training, follow-up, and re-engagement programs.
• Partner with Sales, Onboarding, Support, Product, Marketing, and Finance while reporting customer insights and operating metrics to senior leadership.

Requirements

• 5+ years in customer success, account management, or SMB-focused SaaS, including 2+ years managing CSMs.
• Experience managing a high-volume SMB customer portfolio where retention and adoption depend on process, data, and automation.
• Track record of reducing churn and improving onboarding or activation metrics.
• Strong analytical skills, including the ability to write or review SQL and interpret dashboards.
• Hands-on experience using LLMs and automation for workflows, call reviews, and coaching, plus CRM and customer-success tools such as Salesforce or Gainsight.
• Excellent communication, ownership, urgency, and comfort with aggressive, metric-bound goals.

Nice to have

• Dental, healthcare, or practice-management software experience.
• 2+ years working with dental practices or DSOs.
• Experience with Gong, BigQuery, Sigma, or similar call-intelligence and business-intelligence tools.

Culture & Benefits

• Hybrid workplace combining remote flexibility with in-person collaboration.
• Competitive compensation and equity.
• 401(k) matching, medical, dental, and vision coverage, life and AD&D insurance, and optional HSA contributions.
• Eight weeks of paid parental leave, flexible time off, and company-paid holidays.
• Annual learning and development stipend.