Sr. Customer Success Specialist (AI)

TL;DR

Sr. Customer Success Specialist (AI): Leading post-sales activities and ensuring customer success and retention for an AI-powered communications platform with an accent on relationship building, product knowledge, and strategic planning. Focus on driving customer adoption, managing escalations, and proactively mitigating churn risks.

Location: Remote from Pasig City, Metro Manila, Philippines, requiring full on-camera engagement during US core hours (8 am - 5 pm Pacific Time).

Company

hirify.global is a leading AI-powered customer communications platform transforming how businesses communicate with customers.

What you will do

• Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution.
• Act as the voice of the customer within Dialpad, working cross-functionally with Sales, Marketing, Product, Engineering, and Data Science.
• Develop positive, trusted relationships with customers by providing continuous value throughout the partnership.
• Retain long-term partnerships with customers by independently renewing successful customers.
• Establish and oversee the customer's adoption, training, and development of best practices.
• Manage customer escalations by documenting open issues, facilitating regular status meetings, and working cross-functionally toward resolution.

Requirements

• 7+ years of experience in Customer Success.
• Experience with telecommunication or SaaS providers.
• Strong written communication skills.
• Excellent time management and organizational skills with the ability to track numerous details.
• Ability to work during US core hours (8 am - 5 pm Pacific Time) from a dedicated and technically enabled workspace with excellent internet connectivity.

Culture & Benefits

• Be part of a collaborative team working toward customer and employee success.
• Thrive on continuous evolution, leveraging industry-leading AI to refine the platform and skills.
• Embrace company traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.
• Receive competitive benefits and perks, alongside a robust training program.
• Work in an inclusive environment recognized as a certified Great Place to Work.
• Contribute to crafting offerings and client interactions in a dynamic startup.