Customer Success Architect (AI Service Management)

Location: Remote, New York, United States; travel up to 15% domestically and internationally for events and customer meetings.

Annual base pay: $147,600–$192,700 in Zone A, $133,200–$173,900 in Zone B, or $122,508–$159,941 in Zone C.

Company

hirify.global provides AI-powered service solutions including Jira Service Management, Customer Service Management, Assets, and Rovo Service Agents.

What you will do

• Assess enterprise customers’ service maturity and AI readiness across ITSM, ESM, and Customer Service Management.
• Design AI-first workflows for requests, incidents, problems, changes, assets, and customer service, including Slack and Teams request channels.
• Configure and fine-tune Rovo Service Agents for triage, deflection, routing, and context generation.
• Move customers from pilots to production by validating agent accuracy, deflection, SLAs, alerting, on-call processes, and automated change policies.
• Partner with Account Teams, Customer Success Managers, Pre-Sales, Post-Sales, Product, and engineering teams on activation plans and reusable solutions.
• Support modernization from ServiceNow, Zendesk, BMC, and standalone Opsgenie while documenting customer outcomes and product insights.

Requirements

• 3–5 years of experience in Customer Success, technical consulting, or solutions architecture managing enterprise customers with complex SaaS portfolios in IT or service operations.
• Hands-on experience implementing Jira Service Management and familiarity with ServiceNow, Zendesk, and BMC.
• Practical experience with conversational AI, virtual service agents, automated triage, and workflow automation.
• Experience with Assets/CMDB modeling, API integrations for monitoring, chat, and CRM, and optimizing Confluence knowledge sources for AI retrieval.
• Deep knowledge of IT service management, service management across business functions, and ITIL 4 practices covering incident, problem, change, request, knowledge, and asset/configuration management.
• Understanding of Knowledge-Centered Service principles.
• ITIL 4 Foundation certification or higher is required.
• Strong product mindset and ability to translate technical AI capabilities into business outcomes such as deflection, MTTR reduction, and CSAT.
• Ability to balance rapid agent prototyping with enterprise-grade governance and reliability.

Culture & Benefits

• Individual contributor role within the Customer Success Architect team in Sales and Success, reporting to a regional leader.
• Work directly with enterprise IT, business service, and executive stakeholders.
• Remote work arrangement with up to 15% domestic and international travel.