Customer Success Manager (AI)

TL;DR

Customer Success Manager (AI): Driving product adoption and managing commercial health for strategic customers with an accent on synthesizing customer data into actionable ROI insights and aligning product roadmap. Focus on building multi-threaded relationships, influencing product direction, and securing timely renewals and growth opportunities.

Location: Hybrid or Remote. Candidates must be eligible to work in the United States or Europe.

Salary: $115,000–$135,000 USD (US-based)

Company

hirify.global is the Identity Intelligence OS that establishes Know Your Actor, providing continuous identity control for digital journeys.

What you will do

• Drive product adoption by correlating usage data with customer business goals to demonstrate measurable ROI.
• Act as a strategic advisor, aligning hirify.global’s roadmap with customer long-term objectives and influencing product direction.
• Build and maintain multi-threaded relationships, conducting strategic business reviews focused on customer KPIs.
• Translate complex technical updates into clear business value, ensuring customers understand how new features solve their specific challenges.
• Proactively manage the commercial health of your book of business, including securing timely renewals and identifying upsell/cross-sell opportunities.
• Own the customer lifecycle with a relentless focus on key performance indicators like Gross Retention (GRR) and Net Retention (NRR).

Requirements

• 5+ years of experience delivering service and support within a rapidly scaling B2B SaaS environment.
• Strong ability to build and maintain relationships with diverse customer stakeholders, including executive-level contacts.
• Possess strong technical aptitude, enabling you to understand complex solutions and analyze customer data for greater value.
• Be collaborative, curious, and creative in supporting customer growth and contributing to product innovation.
• Open to travel of up to 25% as part of supporting customer needs.
• Ideally, come from industries such as Identity Verification, Document Verification, or Fraud Protection.

Culture & Benefits

• Opportunity to make a meaningful impact in a company that is scaling with clear ambition.
• A people-first, high-performance culture where leadership sets clear goals and supports professional growth.
• A team of ambitious, open-minded professionals who value ownership and welcome new ideas.
• Unlimited PTO, built on trust and accountability.