Customer Value Manager (AI/SaaS)

Location: North America, Remote; customer on-site visits at least 25% of the time; twice-yearly Team Week at the CoLab headquarters in St. John’s, Newfoundland.

Company

hirify.global builds AI software that helps mechanical engineering teams design, review, and release complex products such as cars, medical devices, and jet engines, reducing rework and time to market.

What you will do

• Join enterprise deals before close, research customer needs, establish readiness requirements and baseline value metrics, and present tailored onboarding plans.
• Build and manage Customer Value Plans connecting customer objectives, engineering workflows, stakeholders, technology, adoption milestones, and measurable business outcomes.
• Consult with engineering organizations on collaboration, design, review, and release workflows; configure CoLab and expand sustained product adoption.
• Train engineers and stakeholders, build champion networks, and apply change management to drive organization-wide adoption.
• Analyze usage and customer metrics, quantify business impact, and lead Quarterly Partnership Reviews with executive sponsors.
• Lead cross-functional account teams, manage risks, own retention and renewals, and partner with Sales on expansion strategy.

Requirements

• 7+ years of experience in Customer Success, Strategic Consulting, or Enterprise Account Management.
• Proven success driving enterprise transformation and value realization across global Fortune 1000 accounts.
• Experience managing complex enterprise relationships in a technical, customer-facing role, such as customer success, consulting, solutions engineering, field engineering, or engineering-to-customer-facing work.
• Experience with customer journey orchestration and success planning in a high-ACV SaaS environment.
• Experience driving adoption and change in enterprise engineering organizations, including workflow design, technical product training and enablement, and stakeholder mobilization.
• Track record of partnering with Sales on multi-threaded expansion strategies in large, complex organizations.
• Familiarity with complex procurement, security, and compliance processes in enterprise accounts.
• Engineering degree or equivalent hands-on experience as a practicing engineer in design, manufacturing, systems, or quality within a product development environment, plus working knowledge of the product development lifecycle from decomposition and design through verification and validation.
• Ability to break down complex, ambiguous customer situations, challenge assumptions, separate signal from noise in data, and make well-reasoned recommendations and decisions.
• Business acumen, analytical rigor, strong organization, data-driven decision-making, accountability, executive presence, and communication skills.
• Ability to mobilize internal resources and drive outcomes through others without direct authority.
• Experience owning renewals, including forecasting, commercial negotiation, and contract signature, and partnering with Sales on expansion strategies.
• Comfort operating in fast-paced, high-growth, evolving environments and willingness to travel up to 25% of the time.

Nice to have

• Hands-on experience with PLM tools such as Windchill or Teamcenter and CAD tools such as Creo, NX, or SolidWorks.
• Formal change management training or certification, such as Prosci.
• Familiarity with land-and-expand SaaS motions.
• Background in vertical SaaS, such as construction technology, industrial IoT, or logistics.
• Experience with customer journey orchestration and success planning in a high-ACV SaaS environment.

Culture & Benefits

• Remote role with customer on-site visits prioritized at least 25% of the time.
• Twice-yearly company gatherings at the St. John’s, Newfoundland headquarters.
• Environment focused on solving complex customer challenges, critical thinking, ownership, urgency, and proactive risk mitigation.
• Cross-functional collaboration with Customer Success Engineers, Forward Deployed Engineers, Sales, Product, and other technical experts.