Scale Customer Engineer (AI)

TL;DR

Scale Customer Engineer (AI/SaaS): Ensuring successful onboarding and adoption of an AI-powered customer communications platform for long-tail and SMB/Core customers with an accent on leading webinar-led onboarding, providing reactive support, and proactively monitoring portfolio health. Focus on delivering clear technical guidance, coordinating customer escalations, and collaborating cross-functionally to improve the scaled customer experience.

Location: Hybrid, based in Paris, France

Company

hirify.global is a unicorn AI-powered customer communications platform used by over 22,000 companies worldwide to drive revenue, faster resolutions, and scale.

What you will do

• Lead recurring onboarding webinars for SMB/Core customers, helping them configure hirify.global and understand key features.
• Provide reactive 1:1 onboarding support to assist customers with basic configuration and early setup blockers.
• Proactively monitor customer portfolio health and usage signals to provide targeted outreach.
• Serve as the first technical guide for Account Managers, offering practical explanations on workflows and product configuration.
• Coordinate customer escalations by bringing clarity and structure, ensuring consistent updates and aligned expectations.
• Collaborate cross-functionally with AMs, Support, and Product to improve onboarding content and customer-facing resources.

Requirements

• Must be based in Paris, France for hybrid work.
• 1–3 years in a customer-facing SaaS role such as Onboarding, Customer Success, Support, or Implementation.
• Experience interacting with customers regularly through scheduled meetings, training, or webinars.
• Ability to manage multiple customers using structured playbooks and clear processes.
• Confident presenting and facilitating sessions over video in a professional and engaging way.
• Proficient with day-to-day tools like CRM systems, ticketing tools, customer success platforms, and virtual meeting tools.
• Ability to quickly learn how SaaS products are configured and how integrations work in practice.

Culture & Benefits

• Join a company in a key moment of growth with visible impact and fast decisions.
• Emphasis on work-life balance and a strong team spirit.
• Fast-learning environment with an entrepreneurial and multi-cultural mindset.
• Competitive salary package and benefits.
• Commitment to diversity, equity, and inclusion, fostering a strong sense of belonging.

Hiring process

• AI tools are used to support parts of the hiring process, but human judgment makes final decisions.