Customer Success Manager - Team Manager (AI)

Location: United Kingdom - London

Company

hirify.global provides AI, cloud, and digital software for customer experience management, financial crime prevention, and public safety, serving more than 25,000 global businesses.

What you will do

• Lead, coach, and develop a team of Customer Success Managers.
• Support Technical Account Managers in transitioning into proactive Customer Success roles through onboarding and capability development.
• Personally manage up to three strategic enterprise customers and lead executive value reviews, roadmap discussions, and business planning.
• Drive AI-powered adoption, customer value realization, renewal readiness, expansion opportunities, and proactive risk management.
• Establish operating rhythms, success plan audits, forecasting processes, and dashboards covering customer health, adoption, NPS, NRR, and GRR.
• Partner with Product, Engineering, Support, Professional Services, Sales, Renewals, and external partners to improve customer outcomes.

Requirements

• 8+ years of experience in Customer Success, Technical Account Management, or Service Delivery within SaaS, cloud, telecommunications, or contact centre environments.
• 2–4+ years of experience managing customer-facing teams.
• Experience influencing executives and managing complex enterprise accounts.
• Ability to translate technical and AI-driven capabilities into business value and operational outcomes.
• Strong communication, leadership, conflict resolution, analytical, documentation, and reporting skills.
• Proficiency with Microsoft Office and CRM or Customer Success platforms.

Culture & Benefits

• Opportunity to shape and scale a high-performing Customer Success organisation.
• Access to AI products, methodologies, and learning resources.
• Collaboration with industry-leading experts in an innovative and fast-paced environment.
• Global career opportunities across multiple domains and disciplines.
• Culture focused on ambition, collaboration, ownership, and continuous improvement.