Strategic Customer Success Manager (AI)

TL;DR

Strategic Customer Success Manager (AI): Partnering with large and complex customers to guide their AI Agent transformation with Fin, focusing on project scoping, requirements gathering, and achieving measurable adoption and business outcomes. Focus on translating customer needs into Fin solution designs and optimizing AI usage patterns.

Location: Hybrid in London, England (3 days/week in office)

Company

hirify.global is an AI Customer Service company on a mission to help businesses provide incredible customer experiences with their AI agent Fin.

What you will do

• Develop trusted advisor relationships with customers, from c-suite stakeholders to individual contributors.
• Facilitate requirements gathering and process mapping for standard operating procedures.
• Collaborate with engineers to translate customer requirements into Fin solution designs, guiding on configuration best practices and prompt strategy.
• Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities.
• Maintain deep product knowledge of Fin’s capabilities and market awareness of the AI-agent industry.
• Lead Success Plans, QBRs/EBRs, and strategic planning sessions with customers.

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.
• Demonstrated success driving adoption, process improvement, and measurable outcomes for enterprise customers.

Culture & Benefits

• Competitive salary and equity in a fast-growing start-up.
• Hybrid working policy requiring 3 days per week in the office.
• Open vacation policy and flexible holidays.
• Paid maternity leave, as well as 6 weeks paternity leave.
• Comprehensive health and dental insurance for you and your dependents.
• Regular compensation reviews and pension scheme with up to 4% match.