Customer Success Manager (AI)

Location: Remote, USA; occasional travel to customer sites across the U.S., including up to 10% CONUS and OCONUS travel.

Salary: $135,000–$170,000 USD annually.

Company

hirify.global builds and deploys innovative products that address complex challenges through collaborative work, trusted partnerships, and cutting-edge technology.

What you will do

• Guide customer onboarding, implementation, initial setup, success planning, and active feature adoption.
• Build relationships with executive, technical, government, military, and coalition stakeholders through regular check-ins and EBRs/QBRs.
• Track usage, support, engagement, and customer health signals; manage retention risks, renewals, and expansion opportunities with Sales.
• Represent the voice of the customer by relaying requirements and feedback to Product and Engineering and developing references, case studies, and referrals.
• Use agentic AI and enriched data architecture to help customers identify narrative vulnerabilities, target acquisition opportunities, and deploy campaigns in the non-kinetic information environment.
• Draft strategic documents and present operational plans to senior military leadership, government agencies, and coalition partners.

Requirements

• 5+ years of experience in Customer Success, Account Management, or Technical Account Management in a software or technology environment.
• Proven post-sale relationship management experience, including QBRs/EBRs and trust-building with executive and technical stakeholders.
• Experience tracking customer health metrics, running retention playbooks, and managing renewals.
• Ability to collaborate with Product, Engineering, and Sales as the voice of the customer.
• Bachelor’s degree in Business, Communications, Computer Science, or a related field, or equivalent practical experience.
• Knowledge of information advantage technologies and data, including PAI, data collection and analytics, natural language processing, AI or machine learning, ad tech, mobile technology, and/or telecommunications.
• Excellent written and verbal communication, analytical skills, and ability to combine quantitative and qualitative analysis to generate insight.
• Ability to collaborate in a distributed team, learn new technology, operate independently, and act as a self-starter.
• Active Secret clearance with eligibility and willingness to obtain and maintain a TS/SCI clearance.
• Ability and willingness to travel up to 10% CONUS and OCONUS.

Nice to have

• Information advantage domain experience and knowledge of best tradecraft practices.
• Experience supporting missions through product licenses rather than services only.
• Experience with government, defense, or federal technology programs.
• Ownership of renewal quotas or expansion/upsell revenue KPIs.
• Familiarity with Customer Success platforms such as Gainsight or ChurnZero and CRM tools such as Salesforce.

Culture & Benefits

• Collaborative environment focused on innovation, feedback, inclusion, appreciation, celebration, and kindness.
• Remote work with occasional customer-site travel.
• Medical, dental, and vision insurance; life and disability insurance; retirement benefits; and paid leave.
• Tuition assistance and professional development support.
• Equal employment opportunity and reasonable workplace accommodation support.