Customer Success Manager (AI)

TL;DR

Customer Success Manager (AI): Acting as the primary liaison between customers and internal teams, focusing on successful onboarding, adoption, and ongoing value delivery for AI products with an accent on building strong customer relationships, aligning on business goals, and driving measurable outcomes. Focus on proactively identifying opportunities and risks, collaborating with cross-functional teams, and maintaining customer satisfaction and retention for enterprise SaaS clients.

Location: Remote (USA)

Salary: $119,040–$140,000 USD

Company

hirify.global develops AI-powered email security solutions.

What you will do

• Act as the main point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planning.
• Deliver regular business reviews (QBRs/EBRs), clearly communicating ROI and aligning on success metrics to support retention and expansion.
• Understand customers’ industries, goals, and challenges to provide tailored recommendations and align internal and external stakeholders on success objectives.
• Promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption.
• Proactively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to resolve issues and share actionable insights.
• Maintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to customers.

Requirements

• 5+ years of Customer Success experience, ideally in enterprise SaaS.
• Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level.
• Excellent communication, presentation, and organizational skills, capable of managing both strategic and technical conversations effectively.
• Strong problem-solving skills and experience resolving escalations while maintaining a positive customer experience.
• Proficiency with CRM and case management tools such as Salesforce and Jira.
• Technical proficiency related to internet technologies, networking, and email security products.

Culture & Benefits

• Individual compensation packages are based on factors unique to each candidate, including skills, experience, and qualifications.
• Roles may be eligible for a bonus, restricted stock units (RSUs), and benefits.
• The company is an equal opportunity employer committed to diversity and inclusion.
• Secure hiring practices involve video interviews and identity validation at various stages.
• Pre-employment checks are conducted in line with legislation and company security/privacy standards.