Customer Success Manager, Scale (AI)

Location: Dublin, Ireland; hybrid, with employees expected to be in the office at least three days per week.

Company

hirify.global, now part of Salesforce, develops AI-powered customer experience products, including the Fin AI customer agent and an integrated help desk.

What you will do

• Drive broad adoption of hirify.global products, with a focus on Fin and AI-powered features that automate support and enable self-service experiences.
• Design, implement, and improve scalable engagement strategies and playbooks using technology, automation, digital content, and targeted touchpoints.
• Monitor product usage and customer health signals to identify risks, opportunities, expansion paths, and required interventions.
• Collaborate with Sales, Solution Engineering, Education, and Product across the customer journey from purchase through expansion.
• Act as the Voice of the Customer by feeding scaled-engagement insights into the product roadmap, feature improvements, messaging, and internal training.
• Define scalable customer success processes, tools, metrics, and operating models for high-volume, high-value engagement.

Requirements

• 2–4+ years in a customer-facing role in SaaS, technology, product success, or a similar field, with experience managing many customers or high-volume engagement.
• Strong interest in or experience with AI and automation support tools, including the ability to explain AI and Fin features and use cases and help customers build workflows around them.
• Confidence discussing technical topics such as APIs, integrations, and workflows, and guiding customers to relevant resources.
• Excellent communication skills and the ability to explain complex product and technical topics to executives, operations teams, and support leaders.
• Data-driven approach to monitoring usage metrics, defining success metrics, analyzing results, and adapting strategy.
• Self-starter with an entrepreneurial mindset who is comfortable with ambiguity and building processes from scratch.
• Strong relationship-building skills, including maintaining trust with many customers, managing expectations, and partnering with internal stakeholders.

Nice to have

• Interest in consumption-based or usage-based SaaS models.
• Exposure to Generative AI, chatbots, virtual agents, or AI-assisted support tools.
• Experience in operations, scaled customer success, onboarding, customer education, or digital engagement programs.

Culture & Benefits

• Hybrid work policy with flexibility to work from home and an expectation of at least three office days per week.
• Open and accepting workplace focused on collaboration, connection, and a safe work environment.
• Benefits and resources supporting health and wellbeing, family, time away from work, and financial security.
• Equal opportunity and non-discrimination policies apply throughout employment and recruitment.