Head of Customer Success (AI)

Location: NYC Office, United States; on-site. Paid relocation support to NYC is available.

Salary: $202,000–$242,000 annually, plus equity and bonus.

Company

hirify.global builds an AI operating system for CPG brands that unifies cash application, deductions, trade, and planning across Finance, Sales, and Operations. The platform is used by 250+ brands managing more than $30B in revenue, and the company has raised a $55M Series B.

What you will do

• Own customer health, retention, adoption, and growth across the full customer portfolio.
• Build the customer lifecycle, including onboarding, adoption playbooks, QBRs/EBRs, renewals, churn-risk interventions, metrics, and reporting.
• Develop scalable customer success methodologies, programs, health scoring, and operating processes using data, AI, and operational rigor.
• Hire, coach, retain, and develop a world-class team of enterprise Customer Success Managers.
• Partner with Sales on renewals, upsell, cross-sell, handoffs, and expansion, and collaborate with Product, leadership, SIs, and strategic partners.
• Serve as an executive sponsor and escalation point, manage key accounts, and translate customer insights into product features.

Requirements

• 8+ years of experience in customer success, account management, or a related customer-facing role, usually in B2B SaaS.
• 2–4+ years of people-management experience, including hiring, coaching, and building a team from a few CSMs to larger scale.
• Startup or scale-up experience, ideally building a Customer Success function from scratch or transitioning it from founder-led to repeatable.
• Experience working with SMB, mid-market, and enterprise customers.
• Ability to maintain team morale through churn, escalations, and rapid change.
• Willingness to lead by example and personally manage key accounts or escalations.
• Strong customer service orientation and a deep commitment to customer success.
• Ability to work effectively in fast-paced environments, take ownership, operate autonomously, navigate ambiguity, collaborate, and stay organized.

Culture & Benefits

• Meaningful equity ownership, fully paid employee health coverage through Aetna, and dental and vision coverage through Guardian.
• Carrot Fertility Pro, 12 weeks of paid parental leave, unlimited PTO, and regular four-day holiday weekends.
• 401(k) through Vestwell.
• Paid relocation support to NYC.
• Fully equipped workspace, including a laptop, monitor, keyboard, and a $200 setup stipend.
• Catered Friday lunches, team dinners, and unlimited coffee and snacks featuring products from partner brands.