Senior Strategic Customer Success Manager (AI)

TL;DR

Senior Strategic Customer Success Manager (AI): Driving long-term value and expansion for high-value enterprise accounts with an accent on AI-driven contact center platform adoption and data-backed success strategies. Focus on building multi-threaded stakeholder relationships, optimizing customer journeys, and bridging the gap between customer business objectives and technical product outcomes.

Location: Must be based in the US (East Coast - PST time zones preferred)

Salary: $120,000–$180,000 + Bonus + Equity

Company

hirify.global is a pioneer in AI-powered contact center intelligence, founded at Stanford AI lab, aiming to empower teams with behavioral insights and process automation.

What you will do

• Act as a trusted advisor to key enterprise customers, executing tailored success plans to meet business objectives.
• Lead renewal and expansion efforts while identifying strategic upselling and cross-selling opportunities.
• Collaborate cross-functionally with product and engineering teams to represent the voice of the customer in roadmap planning.
• Optimize the customer journey by analyzing key metrics like NRR, GRR, and Time to Value.
• Configure the product and enable customers to achieve full self-sufficiency through data-driven recommendations.
• Conduct regular business reviews and engage with stakeholders from frontline agents to executive leadership.

Requirements

• 4-6 years of experience in Customer Success or Account Management within SaaS or contact center environments.
• Proven ability to communicate complex concepts through compelling presentations and data-backed recommendations.
• Must be autonomous in performing data analysis and lightweight software configuration.
• Strong organizational skills to manage multi-threaded engagements and complex stakeholder timelines.
• Willingness to travel (approximately 25%) and capability to work across EST-PST time zones.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance coverage.
• Flexible Paid Time Off (PTO) policy.
• Monthly health and wellness allowance.
• Work from home office stipend to support remote productivity.
• Paid parental leave for growing families.