Manager, Commercial Customer Success (AI Customer Engagement)

TL;DR

Manager, Commercial Customer Success (AI Customer Engagement): Leading and developing a customer success team to deliver best-in-class support at scale and drive customer satisfaction and renewals. Focus on designing scalable engagement programs, monitoring customer health, and identifying growth opportunities in a SaaS environment.

Location: Must be based in the US (Austin, Denver, or San Francisco)

Salary: $146,500 – $231,500 OTE

Company

hirify.global is a leading AI-powered customer engagement platform that helps brands create individualized experiences at scale.

What you will do

• Lead, coach, and develop a Commercial Customer Success team.
• Oversee a shared inbox model for efficient triage and resolution.
• Design and implement Commercial CS engagement programs and scalable customer initiatives.
• Serve as an hirify.global platform expert and coach team members on best practices.
• Monitor customer health, engagement trends, and inform program improvements.
• Partner with Renewals, Sales, and Product to support retention, identify expansion, and improve customer outcomes.

Requirements

• Bachelor’s degree or equivalent experience.
• 4+ years of experience in Customer Success, Support, or a related role within a SaaS environment.
• 2+ years of people management or team leadership experience.
• Proven ability to deliver excellent customer experiences in scaled or pooled support models.
• Experience partnering with Renewals, Sales, or Account Management teams to support retention and growth outcomes.
• Strong program-building mindset with the ability to create repeatable, scalable solutions.

Nice to have

• Experience with email marketing, push, SMS, or marketing automation platforms.
• Familiarity with APIs, HTML, CSS, or JavaScript.
• Experience running customer programs such as webinars, office hours, or lifecycle communications.

Culture & Benefits

• Paid parental leave, flexible PTO, paid sabbatical, and Balance Days.
• Competitive salaries, meaningful equity, and 401(k) plan.
• Medical, dental, vision, and life insurance.
• Monthly Employee Wellness and Professional Development allowances.
• Culture of innovation, collaboration, and inclusion.
• Commitment to building a diverse and inclusive workplace.