Senior Customer Success Manager, Enterprise (AI)

Location: Austin or Chicago, United States; hybrid, with an average of two days per week in a local hirify.global office

Salary: US OTE of $131,000–$150,000 USD annually, plus equity and benefits

Company

hirify.global is an employee experience SaaS platform that helps more than 6,000 companies improve employee engagement, performance management, and team development.

What you will do

• Manage a portfolio of 70–85 single-product Enterprise customers with more than 1,000 users and approximately $3.5M in ARR.
• Own retention, adoption, expansion, GRR, NRR, renewal intent, and overall customer outcomes.
• Partner with Sales, Renewal Managers, and pod leaders in a coordinated GTM model across adoption, expansion, and renewal.
• Lead executive strategy reviews and value-based conversations with senior customer stakeholders.
• Use automated customer experience motions, one-to-many outreach, and AI-enabled workflows to improve scale, prioritization, and engagement.
• Identify and mitigate customer risks while maintaining account hygiene, sharing feedback, and improving CX and GTM playbooks.

Requirements

• Experience managing Enterprise or scaled B2B SaaS customer portfolios.
• Experience owning GRR and NRR while balancing customer outcomes with commercial accountability.
• Strong executive communication skills and the ability to lead data-informed, value-based conversations.
• Proactive risk management, customer and product curiosity, and sound judgment in high-stakes situations.
• Ability to collaborate across functions and operate with high accountability in a pod-based model.
• Comfort using AI tools to synthesize information, improve prioritization, and increase customer engagement quality.

Nice to have

• Previous experience in HR technology.

Culture & Benefits

• Hybrid work with regular in-office collaboration.
• Employee equity through a share option program.
• Learning programs, coaching, quarterly refresh days, and an extended end-of-year break.
• Monthly wellbeing and lifestyle allowance, inclusive parental leave from day one, and five annual social impact days.
• MacBook and home workspace setup budget.
• Medical insurance for employees and families in the US and UK.