Senior Customer Success Manager (AI)

TL;DR

Senior Customer Success Manager (AI): Independently managing strategic customer relationships to ensure long-term value realization, adoption, and retention across a portfolio of mid-market and enterprise accounts with an accent on driving engagement and mitigating risk. Focus on delivering outcome-oriented QBRs, resolving complex escalations, and influencing renewal and expansion outcomes.

Location: Remote (USA)

Company

hirify.global is an equal opportunity employer committed to secure hiring practices and protecting applicant privacy.

What you will do

• Manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery.
• Deliver outcome-oriented QBRs/EBRs and lead success planning to align customer goals with platform capabilities.
• Drive platform adoption and feature engagement through best practices, enablement, and education on roadmap developments.
• Monitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation efforts.
• Resolve complex escalations with timely, clear communication and a focus on long-term customer trust and satisfaction.
• Collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes and represent the customer voice internally.

Requirements

• 8+ years of experience in enterprise SaaS, with at least 3 years in Customer Success, TAM, or support roles.
• Proven track record managing complex customer relationships, including executive-level stakeholders.
• Strong communication, analytical, and problem-solving skills with an emphasis on delivering measurable outcomes.
• Technical familiarity with internet and networking technologies.
• Proficiency in CRM and support tools such as Salesforce and Jira.
• Bachelor’s degree in a technical field (e.g., Computer Science, Engineering) or equivalent professional experience.

Nice to have

• Experience with security products.

Culture & Benefits

• hirify.global is an equal opportunity employer.
• Applicants receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.
• The company is committed to protecting applicant privacy.

Hiring process

• Video interviews are conducted.
• Applicant identity is validated at various stages through the recruitment process.
• Conditional offers require successful completion of pre-employment checks.