AI/Scaled Customer Success Lead

TL;DR

AI/Scaled Customer Success Lead (SaaS): Create systems, automation, and programs that drive customer success at scale for an AI-powered software building platform with an accent on lifecycle automation, health scoring, and 1:many enablement. Focus on building health models, operating renewal risk early warnings, and routing expansion signals to sales teams.

Location: Boston or San Francisco

Company

hirify.global lets anyone build software with AI, serving millions of users in 200+ countries from a small, talent-dense team in Stockholm.

What you will do

• Own lifecycle automation engine: design onboarding, activation, renewal, and expansion campaigns across the customer base.
• Build health scoring and response playbooks based on workspace activity, builds, and credit usage.
• Develop 90–120 day renewal risk early-warning system with automated save plays.
• Run 1:many enablement: webinars, office hours, roadmap previews with CS, Product, and Marketing.
• Build Voice of Customer pipeline from NPS, support, and product data to route insights to leadership.
• Own scaled communications for launches, changes, and incidents; detect and route expansion signals.

Requirements

• English: company language, application in English
• 4+ years in Customer Success Ops, Digital/Scaled CS, Lifecycle, or Growth (B2B SaaS) with 1:many programs experience.
• Systems builder with analytical instincts to define health metrics and build feedback loops.
• Strong writer and communicator for customer-facing copy under pressure.
• Cross-functional operator aligning Product, CS, Marketing, and Support.
• Comfortable with ambiguity, fast iteration, and shipping v1.

Nice to have

• Experience in product-led growth or usage/consumption-based models.
• Familiarity using AI tools for content creation, segmentation, and insights.

Culture & Benefits

• Small, talent-dense team valuing extreme ownership, high velocity, and low-ego collaboration.
• Opportunity to shape a generation-defining company at the forefront of AI-driven software creation.
• Work with solopreneurs to Fortune 100 teams transforming ideas into products fast.