Principal Customer Success Manager (AI)

TL;DR

Principal Customer Success Manager (AI): Driving long-term customer growth and advocacy within hirify.global’s Strategic Accounts with an accent on building trusted executive partnerships, delivering measurable ROI, and leading outcomes. Focus on cultivating deep executive-level relationships, architecting high-impact deliverables, and leveraging AI technology to establish and track client goals.

Location: This is a remote role, based in The United States of America.

Salary: The starting base salary range for this role is [$X – $Y] USD annually, plus an annual bonus and participation in hirify.global’s equity program.

Company

hirify.global is an AI-powered retention engine that provides a CustomerOS platform to orchestrate the customer journey for over 2,000 customer-centric companies.

What you will do

• Develop and lead strategic client partnerships to drive transformative outcomes and exceptional experiences.
• Quantify, deliver, and strategically communicate ROI for clients throughout their lifecycle.
• Act as a trusted advisor and thought leader on advanced use cases and Customer Success industry best practices.
• Cultivate deep executive-level relationships, proactively identifying and mitigating strategic risks.
• Architect and deliver high-impact customer deliverables, including presentations and strategic process innovations.
• Collaborate strategically with Account Executives to identify and capitalize on significant cross-sell and upsell opportunities.

Requirements

• Over 10 years of progressive experience in Customer Success, managing strategic accounts and driving significant business outcomes.
• Expert-level knowledge of Customer Success best practices, including advanced retention, expansion, adoption, and advocacy strategies.
• Extensive experience with highly complex, enterprise-level products and ability to articulate their value.
• Prefers C-level engagement, with a proven ability to build and maintain strong relationships and drive measurable ROI at scale.
• Exceptional skill in navigating and leading through ambiguity, designing scalable processes, and managing crisis situations.
• Proven leadership in cross-functional collaboration, fostering alignment across Sales, Product, Marketing, and Services.

Culture & Benefits

• Comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage.
• Remote work options and access to coworking spaces around the globe.
• Additional benefits include a $10,000 lifetime fertility stipend.
• Dedicated Recharge Holidays (one long weekend each quarter).
• Opportunities for mentoring and career development.