Scaled Success Manager (AI)

TL;DR

Scaled Success Manager (AI): Owning the success of the mid-market customer segment, designing and executing playbooks, automation, and engagement strategies that drive retention and expansion at scale. Focus on building the infrastructure that ensures the fastest-growing customer segment receives the right engagement at the right time.

Location: Open to hiring remote across North America. Offices in NYC, San Francisco, and Seattle.

Salary: $150,000-$190,000

Company

hirify.global is building AI to simulate the world through merging art and science.

What you will do

• Own the health, retention (90%+), and expansion (10-15%) of the mid-market customer portfolio.
• Build the scaled success motion from scratch. Develop playbooks, automated campaigns, and engagement frameworks that can grow with the business.
• Monitor account health and usage patterns to identify risks and expansion opportunities.
• Serve as the primary point of contact for mid-market accounts on renewals, expansions, and strategic questions.
• Partner with Product, Engineering, and Marketing teams to advocate for mid-market customer needs and surface insights that inform product development.
• Establish the systems, tools, and processes needed to scale this motion beyond your individual capacity.

Requirements

• 4+ years in customer success, account management, or growth roles with demonstrated experience building scaled/digital customer engagement programs.
• Track record of driving retention and expansion metrics in a portfolio management model (50+ accounts).
• Systems-oriented mindset.
• Strong technical fluency and ability to quickly learn complex AI/creative software products.
• Exceptional written communication skills and ability to craft compelling messaging for different audiences.
• Data-driven approach to decision making with ability to translate insights into action.

Nice to have

• Experience in SaaS, AI/ML, or creative software industries preferred.
• Ability to work autonomously while collaborating across Sales, Product, Engineering, and Support teams.

Culture & Benefits

• Committed to creating a space where employees can bring their full selves to work and have equal opportunity to succeed.