Senior Customer Success Manager (AI)

TL;DR

Senior Customer Success Manager (AI): Acting as a strategic business advisor and transformation partner to high-value enterprise customers, ensuring measurable business outcomes through hirify.global Cloud. Focus on influencing strategic direction, maximizing customer lifetime value, driving AI adoption, and evolving CX strategies.

Location: Auckland, New Zealand. Must have work rights in New Zealand.

Company

hirify.global empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees using an AI-powered Experience Orchestration platform.

What you will do

• Serve as a strategic business partner to executive stakeholders, aligning hirify.global solutions to enterprise transformation objectives.
• Lead the development of multi-year CX transformation roadmaps, defining value frameworks and success metrics.
• Conduct executive-level business reviews (QBRs/EBRs), providing strategic insights and data-driven recommendations.
• Act as a trusted advisor in shaping customers’ CX strategy, including digital transformation, AI adoption, and omnichannel engagement.
• Orchestrate internal and cross-functional alignment to ensure seamless delivery, high retention, and account growth.
• Drive adoption and growth through orchestrating AI experiences and owning the strategic account plan.

Requirements

• 10+ years of experience in enterprise customer success, strategic consulting, or business transformation roles within technology or SaaS.
• Demonstrated success managing complex enterprise relationships valued at $1M+ per year.
• Deep expertise in consultative selling and value-based engagement, including executive facilitation and business case development.
• Proven track record of influencing senior stakeholders (CIO, COO, CCO, CMO) through thought leadership.
• Strong understanding of customer experience transformation, digital channels, automation, and AI technologies.
• Experience using Salesforce, Gainsight, and other customer success or CRM platforms.

Nice to have

• MBA or consulting background.

Culture & Benefits

• Opportunity to make a larger impact on the company and take ownership of work.
• Embrace empathy and cultivate collaboration.
• Work with an AI-powered Experience Orchestration platform.
• hirify.global is an equal opportunity employer committed to fairness.