Manager, Scaled Customer Success

TL;DR

Manager, Scaled Customer Success: Leading a team to drive customer adoption, engagement, retention, and expansion for an auto repair shop platform with an accent on operationalizing AI-powered workflows and data-driven strategies. Focus on managing team performance, analyzing churn risk, influencing the product roadmap, and maintaining high standards of excellence at scale.

Location: Remote within the United States, with expected travel for in-person collaboration.

Company

hirify.global is an all-in-one, cloud-based platform empowering auto repair shops to run smarter, grow faster, and serve customers better.

What you will do

• Oversee and mentor a team of Customer Success Managers, ensuring scalable strategies and high-value engagements.
• Operationalize AI-powered workflows across the team to streamline customer success activities, from call preparation to risk detection.
• Serve as the primary voice of the customer in leadership discussions to influence product, marketing, and sales roadmaps.
• Design and oversee churn analysis workflows, partnering with senior leadership to implement high-level interventions.
• Direct the strategy for personalized re-engagement campaigns, ensuring outreach is data-driven and timely.
• Lead a "test and learn" culture for the department, refining automation and AI integration for efficiency and customer impact.

Requirements

• 2+ years of direct Customer Success management experience and 7+ years in customer-facing roles.
• Proven track record of managing team performance metrics (e.g., Churn rate, NRR, NPS/CSAT).
• Demonstrated experience in building or refining CS processes, including implementing AI tools, CRM workflows, or automation.
• Ability to interpret macro-level usage data and communicate complex ideas to executive leadership and cross-functional partners.
• Proven ability to lead teams through ambiguity and scale operations in fast-paced environments.
• English: B2 required.

Nice to have

• Experience leading scale or pooled Customer Success models.
• Familiarity with AI copilots or automation tools used in customer engagement.
• Background in retention strategy, lifecycle marketing, or product-led growth environments.
• Comfort building processes and playbooks in evolving, high-growth organizations.

Culture & Benefits

• Competitive base salaries and generous Paid Time Off, including paid maternity, parental bonding, and medical leave.
• Comprehensive health benefits (Medical, Dental, Vision, and Prescription), with 100% employee premiums covered for some plans.
• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Up to $60/month wellness stipend and support for continuing education.
• Free, confidential counseling through BetterHelp.