Strategic Customer Success Manager (AI)

TL;DR

Strategic Customer Success Manager (AI): Partnering with large customers to guide their AI agent transformation with Fin, focusing on project scoping, requirements gathering, measurable adoption, and achieving industry-best automation rates. Focus on translating customer needs into Fin solution designs, monitoring usage patterns for optimization, and advocating for customer needs internally.

Location: Hybrid in Dublin, Ireland. Office attendance required at least three days per week.

Company

hirify.global is the AI Customer Service company on a mission to help businesses provide incredible customer experiences using their AI agent Fin and Customer Service Suite.

What you will do

• Develop trusted advisor relationships with customers, from c-suite stakeholders to individual contributors.
• Facilitate requirements gathering and process mapping for Fin solution designs.
• Collaborate with engineers to translate customer requirements into Fin solution designs and guide on configuration.
• Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities.
• Lead Success Plans, QBRs/EBRs, and strategic planning sessions with the customer.
• Act as the Voice of the Customer internally, advocating for needs and shaping solution strategy.

Requirements

• 8+ years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles.
• Experience with business process mapping, requirements analysis, and solution design.
• Strong technical acumen and passion for AI/agent-building (coding not required).
• Ability to simplify and communicate complex problems clearly across audiences.
• Strong prioritization skills to effectively manage a broad portfolio of customer accounts while delivering depth of impact.
• Demonstrated success driving adoption, process improvement, and measurable outcomes for enterprise customers.

Culture & Benefits

• Competitive salary and equity in a fast-growing start-up.
• Daily lunch provided, plus a variety of snack foods and a fully stocked kitchen.
• Regular compensation reviews and a pension scheme with up to 4% match.
• Life assurance, comprehensive health and dental insurance for you and your dependents.
• Open vacation policy, flexible holidays, and paid maternity/paternity leave.
• Access to the Cycle-to-Work Scheme and secure bike storage.
• Radically open and accepting culture, with a focus on core values and achieving goals.