Senior Customer Success Manager (AI)

TL;DR

Senior Customer Success Manager (AI): Managing strategic customer accounts for SaaS/DaaS products in the AI/data domain, ensuring successful onboarding, adoption, and retention. Focus on proactive communication, issue resolution, identifying upsell opportunities, and gathering customer feedback to influence product improvements.

Location: New York or London (Hybrid working model)

Salary: $85,000 - $95,000

Company

hirify.global is one of the leading publishers of research in the world, providing technology-enabled products, platforms and services for researchers, health professionals, and educators.

What you will do

• Manage a portfolio of strategic customer accounts, ensuring successful onboarding and ongoing engagement.
• Drive customer adoption, retention, and satisfaction through proactive communication and support.
• Serve as the primary point of contact for customers, addressing inquiries and resolving issues promptly.
• Collaborate with Sales and Product teams to support lead qualification and provide customer insights.
• Act as the voice of the customer internally, sharing feedback to influence product improvements.
• Monitor customer health metrics and identify opportunities for upsell or expansion.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field.
• Significant experience in customer success, account management, or related roles.
• Experience working with SaaS/DaaS products and professional services, with a strong affinity for and understanding of data and AI technologies.
• Strong understanding of customer success principles and metrics.
• Excellent communication and relationship management skills, particularly with senior and technical leaders.
• Ability to collaborate effectively with cross-functional teams.
• Experience with CRM and customer success platforms (e.g., Salesforce).

Culture & Benefits

• Join a dynamic and customer-focused organization where your contributions directly impact client success and company growth.
• Opportunities to work with leading products and collaborate with talented teams.
• Culture that encourages curiosity and empowers people to find solutions.
• Comprehensive and competitive benefits package including Medical, Dental, Vision, and 401(k) with company match and contribution.
• Hybrid office working policy, Summer Hours, and paid time off.
• Flexible Spending and Commuter programs, multiple life insurance options, and disability coverage.