Enterprise Customer Success Manager (AI)

TL;DR

Enterprise Customer Success Manager (AI, SaaS): Leading onboarding, relationship management, and value realization for enterprise customers of an AI incident response platform with an accent on strategic account growth, problem-solving, and product advocacy. Focus on driving adoption, retention, and identifying expansion opportunities within large, complex accounts.

Location: Hybrid in London, requiring office attendance at least 3 days per week. Work authorization for the United Kingdom is required.

Salary: £100,000–£120,000

Company

hirify.global is the leading AI incident response platform, built to help teams dramatically reduce incident response time and improve reliability.

What you will do

• Lead seamless onboarding and integration for net-new enterprise customers, providing in-depth training for platform adoption.
• Build and maintain strategic relationships with key stakeholders, acting as a primary point of contact and trusted advisor.
• Proactively address customer challenges, delivering ongoing support to ensure satisfaction, retention, and continuous improvement.
• Identify and drive expansion opportunities, including upsells and cross-sells, aligning offerings with customer goals.
• Champion the customer voice internally, sharing insights and collaborating with Product, Engineering, Sales, and Marketing teams.

Requirements

• Ample experience in Customer Success or Account Management with enterprise SaaS customers.
• Proven track record of driving adoption, retention, and growth in large, complex accounts.
• Exceptional relationship-building and communication skills, engaging stakeholders at all levels.
• Experience partnering with Product, Engineering, and Sales teams to align on needs and debug issues.
• Strong problem-solving and strategic thinking skills with a proactive approach.
• Desire to work in a fast-paced startup environment with autonomy.
• Ability to work from the London office at least 3 days per week.
• Eligibility to work in the United Kingdom (sponsorship is not provided).

Culture & Benefits

• Market-leading private medical insurance.
• Generous parental leave and annual leave/PTO allowance.
• First Friday of the month off.
• Competitive salary and equity package.
• Remote working flexibility (within hybrid model) and personal development budget.
• Enhanced pension/401k.