Customer Success Manager (AI)

Location: San Francisco or Boston, United States

Salary: $130,000–$150,000 per year

Company

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

What you will do

• Manage a shared queue of customer accounts triggered by onboarding, configuration, usage, renewal, cancellation, and seat-utilization signals.
• Configure customer repositories, including Path Instructions, Learnings, pre-merge checks, IDE and CLI workflows, and MCP.
• Resolve cancellation and non-renewal risks, conduct renewal conversations, and document customer outcomes.
• Identify expansion opportunities and hand qualified signals to the account executive with relevant context.
• Provide feedback that improves playbooks, content, automated campaigns, and account triggers.
• Maintain clear case records so other team members can continue customer work.

Requirements

• 2+ years of experience in customer success, technical support, or solutions for a developer-facing product.
• Experience managing a high-volume ticket queue or shared inbox while maintaining quality.
• Clear writing skills for tickets, email, and documentation.
• Ability to read YAML configuration, open pull requests, run a CLI, and discuss developer workflows with engineers.
• Working knowledge of CI/CD pipelines and GitHub or GitLab workflows.
• Experience with an AI code review tool, Pylon, Customer.io, or a similar platform.

Nice to have

• Familiarity with AI tooling and examples of using it in similar roles.

Culture & Benefits

• Work in a newly established pooled customer success team.
• Use measured, auditable processes with control groups, source-labeled metrics, and traceable reporting.
• Contribute directly to the development of playbooks, automation, and customer success triggers.

Hiring process

• Complete product onboarding and handle initial cases alongside the team.
• Document the first ten cases where the playbook was missing or incorrect and propose improvements.
• Contribute to the team's first readout covering triggers, resolutions, and account configuration movement.