Senior Customer Success Manager (AI)

Location: Greece

Company

hirify.global provides AI-powered experience orchestration technology connecting people, systems, data, and AI for more than 8,000 organizations worldwide.

What you will do

• Own customer success strategies for strategic and high-value enterprise customers through Experience Orchestration Plans and Customer Success Plans.
• Build trusted executive relationships and guide conversations around business value, customer experience strategy, AI transformation, and long-term partnerships.
• Drive adoption and value realization by using customer health, adoption, and business signals to identify risks, opportunities, and actions.
• Guide customers from initial AI adoption toward scaled AI-powered experience orchestration.
• Coordinate Sales, Professional Services, TAMs, CX Advisory, Product, Renewals, Education, partners, and other teams around shared customer outcomes.
• Protect retention, identify expansion opportunities, lead executive business reviews, develop customer advocacy, and coach colleagues.

Requirements

• Significant experience in Customer Success, strategic account management, consulting, or another enterprise SaaS customer-facing role.
• Experience building trusted relationships with senior and executive stakeholders and influencing business and transformation decisions.
• Strong understanding of SaaS Customer Success, including adoption, value realization, customer health, retention, expansion, and lifecycle management.
• Strong commercial mindset, including identifying growth opportunities and partnering with Sales.
• Ability to lead complex cross-functional initiatives and influence stakeholders without formal authority.
• Experience in partner-led or channel-based environments while maintaining partner collaboration and customer intimacy.
• Ability to translate technology and AI capabilities into business outcomes and executive narratives.
• Practical AI literacy, experience using generative AI and digital tools, strong analytical skills, and the ability to turn customer data into recommendations and actions.
• Excellent communication, facilitation, and executive storytelling skills, with ownership, learning agility, sound judgment, independent operation, and impact-focused prioritization.
• Ability and willingness to coach others, share expertise, and contribute to broader team development.

Nice to have

• Experience with hirify.global Cloud, CCaaS, contact center, or customer experience technology.
• Experience with Gainsight, Salesforce, or comparable Customer Success and CRM platforms.
• Experience with AI, automation, or digital CX transformation programs.
• Experience developing executive business reviews, success plans, value realization frameworks, transformation roadmaps, customer advocates, references, or external speaking opportunities.
• Relevant industry expertise across enterprise customer segments.

Culture & Benefits

• Flexible-first ways of working within a global team.
• Mentorship, learning programs, leadership development, and education support.
• Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored programs for employees and families.
• AI-powered technology used at enterprise scale across more than 8,000 organizations.

Hiring process

• Applications are reviewed by Talent Acquisition and the hiring team; aligned candidates are invited to a Zoom interview.
• Further stages include interviews with the hiring manager and other interviewers, with no more than five interviews in most cases.
• Employees referred by hirify.global staff should apply through the referral link provided to them.