Enterprise Customer Success Manager (AI)

Location: New York, US; hybrid. The role includes travel across the US and onsite representation at key creator events, launches, and strategic meetings.

Salary: USD 100,000–120,000 per year.

Company

hirify.global provides an AI-native, all-in-one experience commerce platform for experience businesses, combining websites, booking, payments, sales and marketing, operations, and data insights.

What you will do

• Own a portfolio of enterprise creators, building relationships with operational and executive stakeholders and driving account success, retention, and risk management.
• Develop strategic account plans, lead QBRs and business reviews, and use account health data and CS tools to identify risks, opportunities, and next steps.
• Lead complex implementations, major launches, creator initiatives, and delivery during key on-sales and trading periods.
• Drive adoption of hirify.global’s AI products, identify relevant use cases, and help creators integrate AI-powered workflows.
• Troubleshoot platform, reporting, configuration, and data issues; coordinate with Product, Engineering, Solutions, and Event Operations through resolution.
• Identify expansion and cross-sell opportunities, advise creators on product usage, and translate feedback into actionable product insights.

Requirements

• 4+ years of Customer Success or Account Management experience in SaaS/B2B, including independent ownership of a customer portfolio, account health, retention, and long-term success.
• Experience leading complex implementations, launches, or customer projects involving multiple internal and external stakeholders.
• Strong project management, organisation, communication, relationship-building, and stakeholder management skills, including confidence with senior and executive stakeholders.
• Strong technical aptitude, including troubleshooting platform and data issues, investigating reporting discrepancies, working with exports and dashboards, and understanding configuration impacts.
• Ability to communicate technical issues clearly to customers and internal technical teams and coordinate specialist support.
• Commercial awareness and ability to recognise expansion opportunities and understand account business context.
• Ability to demonstrate, position, and drive adoption of AI-powered products and explain how AI can improve customer workflows and business outcomes.
• Comfort operating independently in a fast-moving environment, taking ownership, making decisions, and managing multiple complex accounts and competing priorities.
• Willingness to travel across the US for key creator events and strategic meetings.

Nice to have

• Experience in music, ticketing, live events, hospitality, travel, e-commerce, or another vertical SaaS environment with complex customer operations.

Culture & Benefits

• Weekly company meetings, open forums for ideas, and visibility into business goals, wins, and learning opportunities.
• Company-funded deep week for focused work while travelling to a destination of choice.
• Monthly gym and mobile phone contributions, annual personal development budget, and support for choosing equipment.
• 33 days of holiday, inclusive of public holidays.
• Support for employees of all backgrounds and physical abilities.