Customer Success Manager - High Touch (AI)

TL;DR

Customer Success Manager - High Touch (AI): Guiding customers to maximize value from an AI customer service platform with an accent on driving product adoption, solution expansion, and long-term growth. Focus on developing trusted advisor relationships with C-suite executives, executing adoption strategies for AI products, and mitigating churn.

Location: Hybrid (San Francisco, CA) - must be eligible to work in the United States, with in-office attendance three days per week.

Salary: $150,300 - $179,525 OTE (San Francisco Bay Area)

Company

hirify.global is an AI Customer Service company helping businesses provide incredible customer experiences with their AI agent Fin.

What you will do

• Develop trusted advisor relationships with C-suite and executive level customers to drive platform success.
• Guide customers and account teams in developing Success Plans, QBRs, Executive Business Reviews, and Churn Mitigation Plans.
• Act as an expert on hirify.global products and AI solutions to drive feature adoption.
• Develop and execute adoption strategies for AI products, focusing on change management and package fulfillment.
• Reduce churn and contraction through early risk identification, intervention, and escalation.
• Be a customer support industry and AI thought leader, providing internal feedback to the Solutions team.

Requirements

• 5+ years of relevant work experience in a customer-facing customer success, account management, or strategic consulting organization.
• Experience with SaaS business models and supporting strategic, complex enterprise customer needs for Value Realization.
• Proven ability to establish yourself as a trusted advisor with customer partners to guide outcomes.
• Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.
• Ability to understand and communicate complex problems clearly and concisely to different audiences.
• Experience setting up and using SaaS Communication Products.
• Proof of eligibility to work in the United States is required.
• Ability to work in a hybrid model from the San Francisco office at least three days per week.

Culture & Benefits

• Competitive salary and meaningful equity.
• Comprehensive medical, dental, and vision coverage.
• Flexible paid time off policy and Paid Parental Leave Program.
• 401k plan & match.
• Hybrid working policy (3 days in-office).
• Radically open and accepting culture, focused on achieving goals through core values.