Manager, Customer Success (AI)

TL;DR

Manager, Customer Success (AI): Leading a high-performance Customer Success team focused on reducing churn and downsell for small business customers with an accent on developing strategies for at-risk customers and monitoring KPIs. Focus on implementing process improvements, driving retention activities, and reporting team performance to leadership.

Location: Onsite in Pasig, Metro Manila, Philippines. Must be able to work US core hours (8 am - 5 pm Mountain Time).

Company

hirify.global is an AI-powered customer communications platform that provides real-time, AI-driven insights to businesses for stronger customer connections.

What you will do

• Lead a high-performance Customer Success team focused on higher-touch engagement.
• Monitor KPIs and evaluate team performance to ensure high standards.
• Evaluate churn and downsell reasons and implement plans to reduce customer churn.
• Drive retention activities based on the client's situation.
• Initiate process improvements through the creation and execution of new strategies.

Requirements

• Bachelor’s degree in a technology-related field.
• 5 years of experience in a customer success, account management, or related client-facing role, with at least 3 years in a leadership or management capacity.
• Exceptional English fluency and excellent written, verbal, and listening communication skills.
• Proven cross-functional leader with a track record of collaboration, prioritization, and workload management.
• Experience with telecommunication or SaaS providers.
• Able to work US core hours 8 am - 5 pm Mountain Time.

Nice to have

• Prior experience with SaaS/high-growth companies is ideal.
• Capable project/program management skills.
• Familiarity with next-generation enterprise software customer success concepts, including customer health scores & management, adoption engineering, customer success plans, and account planning.
• Excellent skills/ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word, and Excel.

Culture & Benefits

• Be part of a collaborative team working toward making customers and employees wildly successful.
• Thrive on continuous evolution, leveraging industry-leading AI to refine the platform and skills.
• Competitive benefits and perks, alongside a robust training program.
• Inclusive and vibrant office environment designed to cultivate collaboration and connection.
• Recognized as a certified Great Place to Work.