Principal Customer Success Manager (AI)

TL;DR

Principal Customer Success Manager (AI): Driving transformative outcomes and long-term value for strategic customers with an accent on owning executive relationships, proactively managing risk, and leading adoption, expansion, and renewal strategies. Focus on quantifying and communicating ROI, acting as a trusted advisor on advanced use cases, and influencing industry trends through thought leadership.

Location: Remote, based in The United Kingdom

Company

hirify.global is an AI-powered retention engine that orchestrates the customer journey for over 2,000 customer-centric companies.

What you will do

• Develop and lead strategic client partnerships to drive transformative outcomes and exceptional experiences.
• Quantify, deliver, and strategically communicate ROI for clients throughout their lifecycle.
• Act as a trusted advisor and thought leader on advanced use cases and Customer Success industry best practices.
• Cultivate deep executive-level relationships, proactively identifying and mitigating strategic risks.
• Architect and deliver high-impact customer deliverables, including executive-level strategy recommendations.
• Collaborate strategically with Account Executives to identify and capitalize on cross-sell and upsell opportunities.

Requirements

• Over 10 years of progressive experience in Customer Success, with a proven record of managing strategic accounts (minimum 3 years managing >$1M ARR accounts).
• Expert-level knowledge of Customer Success best practices, including advanced retention, expansion, adoption, and advocacy strategies.
• Extensive experience with highly complex, enterprise-level products, articulating their value to executive stakeholders.
• Proven ability to build and maintain strong C-level relationships and translate intricate executive priorities into actionable initiatives.
• Exceptional skill in navigating and leading through ambiguity, designing scalable processes, and driving strategic decision-making.
• Occasional travel required for team meetings, training, or company events.

Culture & Benefits

• Comprehensive benefits package including private medical, dental, vision coverage, income protection, and life insurance.
• Group pension plan, fertility stipend, access to coworking spaces, and CycleScheme.
• Dedicated Recharge Holidays (one long weekend each quarter) to relax and reset.
• Culture guided by Human-First values and a mission to innovate through collaboration and curiosity.