Strategic Customer Advisor (AI, Customer Success)

TL;DR

Strategic Customer Advisor (AI, Customer Success): Partnering with organizations to unlock the full value of their customer experience (CX) strategy through hirify.global solutions, with an accent on identifying high-impact use cases, delivering value assessments, and advising on outcome-driven opportunities. Focus on optimizing CS strategy for long-term success by leveraging the latest practices, developing strategic consulting engagements, and managing multiple customer engagements simultaneously.

Location: Hybrid in London, England. Requires 1 customer-facing onsite monthly and 1 planning offsite/company event quarterly.

Company

hirify.global is an AI-powered retention engine platform that orchestrates the customer journey for over 2,000 customer-centric companies.

What you will do

• Partner with customers to understand their goals, identify high-impact use cases, and articulate a strategic path to value through hirify.global solutions.
• Advise customer executives and success leaders on optimizing their CS strategy leveraging the latest practices and innovative approaches.
• Develop and deliver strategic consulting engagements that enhance customer experience (CX) strategies.
• Manage multiple customer engagements simultaneously, ensuring timely and effective delivery.
• Lead workshops and innovation sessions with stakeholders to develop roadmaps, define benchmarks, and document value goals.
• Deliver tailored value assessments, maturity reviews, and business cases aligned with customer priorities.

Requirements

• 10+ years of experience in customer success and/or strategic consulting with a proven record of driving customer value and outcomes.
• Director-level or above leadership experience in customer success roles.
• Proven experience leading research, analysis, and presentation of insights derived from customer learnings.
• Domain expertise in one or more key customer experience functions (e.g., support, onboarding, retention strategy).
• Exceptional verbal and written communication skills, with demonstrated ability to deliver engaging presentations to diverse audiences, including C-suite executives.
• Strong analytical and problem-solving skills, with the ability to interpret data and develop actionable recommendations.

Culture & Benefits

• Comprehensive benefits package including private medical, dental, and vision coverage, income protection, life insurance, and a group pension plan.
• Additional benefits include a fertility stipend, access to coworking spaces, and CycleScheme.
• Dedicated Recharge Holidays – one long weekend each quarter to relax and reset.
• Culture guided by Human-First values and a mission to innovate through collaboration and curiosity.
• Opportunities for mentoring and career development.