Senior Customer Success Manager

TL;DR

Senior Customer Success Manager: Partner with large enterprise customers to drive AI-driven customer service transformation using hirify.global's AI agent Fin with an accent on strategic planning, solution design, and adoption management. Focus on managing complex customer portfolios, collaborating with engineering teams, and delivering measurable business outcomes.

Location: Hybrid in San Francisco, California, United States

Salary: $180,000–$215,000

Company

hirify.global is an AI Customer Service company providing advanced AI-driven customer support solutions trusted by nearly 30,000 global businesses.

What you will do

• Develop trusted advisor relationships with C-suite and support teams of large customers.
• Facilitate requirements gathering and process mapping for customer support operations.
• Collaborate with engineers to design AI solutions and guide configuration best practices.
• Monitor AI agent usage to identify risks, optimize performance, and uncover expansion opportunities.
• Lead success plans, quarterly business reviews, and strategic planning sessions.
• Advocate for customer needs internally to shape product strategy.

Requirements

• Must be eligible to work in the United States.
• 4-7 years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles.
• Experience with business process mapping, requirements analysis, and solution design.
• Strong technical acumen and passion for AI (coding not required).
• Excellent communication and prioritization skills to manage broad customer portfolios.
• Demonstrated success driving adoption and measurable outcomes for enterprise customers.

Culture & Benefits

• Competitive salary and meaningful equity.
• Comprehensive medical, dental, and vision coverage.
• Flexible paid time off and paid parental leave.
• 401k plan with company match.
• Hybrid work policy with at least three days in office per week.
• Inclusive and open culture focused on delivering value and respecting personal opinions.