Senior Customer Success Manager (AI/SaaS)

Location: Fully remote

Company

hirify.global is an AI-driven SaaS company developing software for the refined fuels industry, serving refiners, wholesalers, fuel retailers, and transportation companies.

What you will do

• Own customer relationships and outcomes for high-touch, complex, strategic accounts, building trusted relationships with executive sponsors, operational leaders, administrators, and users.
• Create account and success plans that connect customer objectives, adoption, health, and measurable outcomes such as operational efficiency, margin improvement, automation, and visibility.
• Diagnose adoption barriers, guide workflow and process change, coordinate training, and support customer self-sufficiency.
• Monitor customer health and lead mitigation and recovery plans across Customer Success, Delivery, Support, Product, and Sales.
• Lead QBRs and EBRs, coordinate renewal readiness and expansion identification with Sales, and drive post-sale adoption.
• Capture customer feedback, run NPS surveys and detractor follow-up, improve Customer Success standards, and coach and mentor CSMs.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 5–7 years of experience in Customer Success, Account Management, Professional Services, Consulting, or another strategic client-facing role, including 3+ years managing complex, high-touch, enterprise, or high-value accounts with multiple stakeholders.
• Demonstrated success driving adoption, improving customer health, supporting retention and renewal readiness, and identifying expansion opportunities.
• Experience leading customer recovery, change-management, or multi-team execution in complex environments.
• Experience creating success plans, QBRs/EBRs, health scoring, risk mitigation plans, or scalable Customer Success playbooks.
• Experience coaching or mentoring peers or junior team members, formally or informally.
• Ability to build trusted relationships with senior stakeholders and influence business, operational, and technical audiences.
• Strong commercial acumen, analytical skills, communication, presentation, problem-solving, and cross-functional leadership skills.
• Ability to work effectively in a fast-paced, founder-led, scaling SaaS environment with evolving processes and high ownership.

Nice to have

• B2B SaaS experience.
• Experience in refined fuels, energy, logistics, transportation, supply chain, ERP, industrial SaaS, or another operationally complex vertical.
• Experience with AI, automation, optimization, analytics, or workflow software.
• Hands-on experience with Salesforce, HubSpot, Gainsight, ChurnZero, Totango, or similar CRM or Customer Success platforms.
• Experience building Customer Success processes in an earlier-stage or scaling environment.

Culture & Benefits

• Fully remote work.
• Founder-led, scaling SaaS environment with evolving processes and high ownership.
• Collaborative culture centered on trust, open communication, problem-solving, and shared accountability.
• Opportunity to work with Fortune 100 clients and help mature the Customer Success operating model.