Customer Success Manager

TL;DR

Customer Success Manager (AI): Building and deepening customer relationships and driving product adoption for hirify.global's AI solutions with an accent on strategic partnership, up-sell/cross-sell opportunities, and API usage education. Focus on achieving quarterly adoption, retention, and advocacy targets while collaborating cross-functionally to enhance product offerings.

Location: Hybrid role, requiring office attendance twice a week in Berlin or Cologne, Germany. Part of the EMEA team.

Company

hirify.global is a global AI product and research company focused on building secure, intelligent solutions to complex business problems with a focus on Language AI.

What you will do

• Develop a deep understanding of your book of business, including their ecosystem, strategy, and goals.
• Conduct regular business reviews demonstrating how hirify.global achieves customer outcomes.
• Collaborate with onboarding managers to ensure effective onboarding processes.
• Strategically position hirify.global products to drive adoption and ensure high customer satisfaction.
• Identify growth potential to create a robust pipeline of up-sell and cross-sell opportunities.
• Educate customers on API usage and other product features for their success.
• Advocate for customers by collaborating with various hirify.global teams.
• Troubleshoot inquiries and resolve issues efficiently.
• Achieve quarterly adoption, retention, and advocacy targets.
• Work cross-functionally with hirify.global leadership to enhance product and service offerings.

Requirements

• Relevant experience managing client relationships at senior levels within enterprise clients.
• 3+ years of customer success experience, ideally with a focus on retention.
• 1+ years of sales/account management experience, ideally with a focus on renewals and upsell/cross-sell.
• Experience with APIs and comfort working with customers integrating solutions into their products.
• Fluency in German and English is required.
• Exceptional organizational, presentation, and communication skills.
• Ability to thrive in a scale-up environment, demonstrating strategic thinking and tactical execution.

Nice to have

• Knowledge of Spanish and/or French.
• Experience in the Software/SaaS industry.

Culture & Benefits

• Diverse and internationally distributed team with over 90 nationalities.
• Open communication, regular feedback, and a culture of trust, empathy, and inclusivity.
• Hybrid work schedule with flexible hours, requiring office presence twice a week.
• Virtual Shares for all employees, linking contributions to hirify.global’s growth.
• Regular in-person team events, from local gatherings to company-wide events.
• Monthly full-day hacking sessions to work on passion projects.
• 30 days of annual leave (excluding public holidays) and access to mental health resources.
• Competitive benefits package tailored to your unique location.