Customer Success Manager (AI)

Location: London, United Kingdom; hybrid schedule with three days a week in the central London office.

Company

hirify.global develops AI-powered video and authoring products that help organisations create, manage, translate, and scale training and enablement content.

What you will do

• Own retention, adoption, customer health, onboarding, renewals, and day-to-day relationships for a portfolio of 60+ mid-market and SMB customers.
• Run scaled success programmes including webinars, office hours, group business reviews, in-app guides, templates, and support materials.
• Build and improve automated onboarding, adoption, renewal, and expansion campaigns in the AI-native customer success platform.
• Identify usage and behavioural signals, run churn save plays, and escalate accounts requiring senior attention.
• Maintain health scores, workflows, reporting, and forecasts, while reducing manual touch time through automation.
• Identify and qualify expansion opportunities involving seats, teams, and products such as Learn, Cora, and the knowledge-transfer agent, partnering with Sales to close them.

Requirements

• 2 to 3+ years of experience in Customer Success, CS Operations, or scaled/digital success at a B2B SaaS company.
• Experience managing a large portfolio of 60+ accounts and prioritising customers by risk and value.
• Comfort with renewal conversations, pricing, contracts, and simple negotiations.
• Hands-on experience with a customer success platform or CRM, such as Planhat, Gainsight, Totango, or HubSpot, and the ability to learn new tools quickly.
• Data literacy, including reading usage data, maintaining health scores, and building simple reports independently.
• Clear writing and confident presentation skills, including the ability to run webinars or office hours.
• Strong organisation and self-direction when managing a large customer book.
• Based in London and willing to work from the office three days a week.

Nice to have

• Experience at a seed, Series A, or Series B startup.
• Experience launching automated or digital-led customer success motions.
• Experience serving L&D, HR, or enablement buyers.
• Experience with AI products or helping customers adopt new product lines.
• Experience with partner- or reseller-sourced customers.

Culture & Benefits

• Hybrid work with one full week of remote work available per quarter.
• Stock options and an immediate-impact role at a rapidly expanding Series A startup.
• 25 days of annual leave, with the option to convert 8 bank holidays into working days and increase annual leave to 33 days, plus birthday time off when the birthday falls on a weekday.
• Private Bupa healthcare including talk therapy and physiotherapy, plus matched salary-sacrifice pension through Smart Pension.
• Pet-friendly central office with complimentary breakfast on Tuesdays and lunch on Thursdays.
• Inclusive workplace focused on collaboration, curiosity, continuous learning, diversity, and inclusion.