Customer Success Manager (AI)

Location: USA (West Coast); hybrid workplace. The role includes travel to customer sites across the US, sometimes on short notice, for hands-on support and in-person training.

Salary: $90K–$120K plus equity.

Company

hirify.global builds AI tools that help frontline workers take notes, provide live interpretation, and handle phone calls, serving social workers, clinicians, and human services teams.

What you will do

• Lead onboarding sessions and deliver engaging virtual and in-person training for partner organisations.
• Drive long-term adoption by creating tutorials, self-serve guides, and other practical training resources.
• Provide empathetic user support and travel to customer sites across the US when needed.
• Collect structured frontline feedback and collaborate with Product, Engineering, and Customer Support on improvements.
• Build the US Customer Success playbook, including help centre content, FAQs, guides, and scalable support processes.

Requirements

• Empathy, patience, and the ability to explain new AI technology in simple, respectful steps.
• Clear written and verbal communication skills with the ability to build trust and rapport quickly.
• Ability to balance live support, training delivery, and travel logistics calmly.
• Proactive, curious problem-solving approach focused on identifying trends, understanding root causes, and preventing recurring issues.
• Comfort with ambiguity, autonomy, and building a new function from the ground up without an existing handbook.
• Experience helping customers adopt SaaS products, with a focus on customer adoption and training rather than sales.

Nice to have

• Experience supporting social workers, clinicians, or similar frontline organisations in the US.
• Experience creating training materials, including with Canva.
• Experience in an early-stage or high-growth startup environment.

Culture & Benefits

• Full-time role in a high-autonomy, high-impact environment as an early hire in the US Customer Adoption & Support function.
• Opportunity to shape how Customer Success scales across the US and work closely with Product, Engineering, and Customer Support.
• Hybrid work with virtual and in-person customer engagement and travel across the United States.
• Equity included in the compensation package.
• Inclusive, diverse, and supportive workplace with reasonable adjustments available during the hiring process.