Commercial Customer Success Manager (AI)

Location: San Francisco, United States; hybrid with at least 3 days per week in the office

Salary: $127,500–$160,000 per year, plus equity and commission

Company

hirify.global provides an AI-powered incident response and software reliability platform used by engineering teams to investigate, respond to, and prevent incidents.

What you will do

• Manage a portfolio of 70–80 commercial customers, primarily growth-oriented technology companies with fewer than 1,000 employees.
• Lead onboarding, adoption, best-practice sessions, end-user training, partnership reviews, and roadmap reviews for mid-market customers.
• Support smaller accounts through scalable, low-touch customer success programs and usage-data analysis.
• Identify renewal, expansion, upsell, risk, and growth opportunities across customer accounts.
• Partner with Sales and Expansion Account Managers to grow account revenue.
• Represent commercial customers internally to Product, Engineering, Sales, Marketing, and Support while improving playbooks, tooling, automation, and content.

Requirements

• Experience managing a book of 40–100+ customer accounts.
• Experience selling to or supporting technical audiences, such as engineering teams, on-call teams, or developer-tool users.
• Strong commercial judgment around growth signals, renewals, and account expansion.
• Experience with scaled customer success, including playbooks, one-to-many programs, or AI-assisted workflows.
• Comfort working with incomplete processes and improving documentation and operating practices.
• Ability to work from the San Francisco office at least 3 days per week and to travel for important customer meetings.

Culture & Benefits

• Private medical insurance and competitive paid time off.
• First Friday of every month off.
• Enhanced 401k contributions and meaningful equity.
• Unlimited budget for AI tools and usage.
• Generous parental leave.
• $1,000 equipment budget and $500 annual personal development budget.