Senior Customer Success Manager (AI)

TL;DR

Senior Customer Success Manager (AI): Managing enterprise customers for the Cognigy AI-first CX platform with an accent on driving product adoption and delivering measurable ROI. Focus on implementing innovative AI use cases, conducting executive business reviews, and reducing churn for high-value clients.

Location: Hybrid in London, UK. Requires openness to travel up to 20% of the time within the USA.

Company

hirify.global is a global innovation powerhouse and market leader in AI, cloud, and digital customer experience software, serving over 25,000 businesses worldwide.

What you will do

• Guide enterprise customers in strategically utilizing Cognigy's AI technology to enhance the value of their investment.
• Identify customer needs through structured discovery and coordinate the implementation of solutions.
• Engage directly with enterprise executives to articulate strategic business value and drive transformational change.
• Define and track customer success metrics using data to inform strategies and report on value delivered.
• Design and implement customer retention strategies, including regular executive business reviews to minimize churn.
• Facilitate the development of customer advocates through case studies and testimonials.

Requirements

• At least 5 years of experience in the software industry as a Customer Success Manager.
• CCaaS, AI, or conversational AI experience is a MUST.
• Proven track record of driving measurable business outcomes, such as increased retention and product adoption.
• Deep understanding of SaaS models and the ability to guide customers in achieving ROI-driven objectives.
• Strong analytical skills with experience using CRM platforms and Customer Success tools.
• Exceptional communication skills and the ability to build rapport with top-tier decision-makers.

Culture & Benefits

• Opportunity to work in a fast-paced, collaborative, and creative environment with a market-disrupting global company.
• Endless internal career opportunities across multiple roles, disciplines, and domains.
• Collaborative environment comprising a team of high-performing industry experts.
• Commitment to diversity and equal opportunity employment.