Customer Success Lead

TL;DR

Customer Success Lead: Serving as a crucial technical interface between hirify.global and its top-tier customers, ensuring high-quality support and engagement throughout the lifecycle of customer programs with an accent on driving technical case resolution and proactively managing customer satisfaction and escalation processes. Focus on prioritizing cases, anticipating escalations, and managing technical reviews, while also incorporating AI-powered tools to enhance productivity and decision-making.

Location: Cork

Company

hirify.global is a pivotal leader in electronic design, building upon more than 30 years of computational software expertise.

What you will do

• Serve as the primary technical contact for all customer technical issues, attending weekly program management calls.
• Manage support cases filed by customers using SFDC, Sherlock, and Jira, assessing case priority and urgency.
• Organize and conduct technical reviews, including SDC/constraint, physical integration, SI/PI, pre-tapeout checklist, and bringup test plan reviews.
• Act as the primary escalation point for technical issues and ticket resolution.
• Work closely with the customer program manager to ensure successful engagement and inclusion in relevant communications and meetings.
• Maintain standardized documentation, track and report on case statistics and progress, and leverage AI-powered tools for enhanced productivity and insights.

Requirements

• Broad technical background with understanding of standard design flows, tools, and usage of hard and soft IPs.
• Strong communication and organizational skills.
• Experience with case management systems (SFDC, Jira).
• Ability to prioritize cases, anticipate escalations, and manage technical reviews.
• High-level understanding of technical issues; able to coordinate with subject matter experts.
• Bachelor’s in computer science or electrical engineering + 7 years of related experience, or Masters +5 years of related experience.

Nice to have

• Experience in memory and/or communication interface IP protocols (DDR, LPDDR, GDDR, HBM, PCIExpress, Ethernet, USB, UCIe, etc).
• A general grasp of circuit architecture and design fundamentals.
• Understanding of Analog/Mixed signal design practices.
• Bachelor’s in computer science or electrical engineering + 10 years of related experience, or Masters + 8 years of related experience.
• Experience with usage of AI tools in rapid prototyping and development and general experience with effective AI prompting.

Culture & Benefits

• Competitive salary.
• 25 days holiday per year.
• Private Medical and Dental plans, Income Protection and Life Insurance.
• Group Personal Pension Plan.
• Cycle to work scheme and gym subsidy.
• The opportunity to work for a Great Place to Work© & Fortune 100 organization.