Customer Success Manager - Team Manager (AI)

TL;DR

Customer Success Manager - Team Manager (AI): Leading and developing a high-performing team of CSMs while transitioning TAMs to proactive roles and personally managing strategic enterprise customers with an accent on AI-powered adoption, value realization, and retention metrics. Focus on building scalable frameworks, driving operational rhythms, cross-functional collaboration, and data-driven decision-making to maximize ROI and growth.

Location: United Kingdom - London

Company

hirify.global (NASDAQ: hirify.global) is a global leader in AI-powered customer experience software used by 25,000+ businesses, including 85 Fortune 100 companies, managing millions of interactions daily.

What you will do

• Lead, coach, and develop CSMs to deliver proactive engagements and support TAMs transitioning to full CSM responsibilities.
• Personally manage up to 3 enterprise accounts, conducting executive reviews, roadmaps, and strategic planning.
• Establish operational rhythms like weekly reviews, success plan audits, and risk forecasting.
• Collaborate with Product, Engineering, Sales, and Partners to drive seamless outcomes and influence roadmaps.
• Drive AI adoption, monitor health signals, and accelerate time-to-value through action plans.
• Design scalable frameworks for Success Plans, AI enablement, risk playbooks, and metrics like NRR, GRR, NPS.

Requirements

• Location: United Kingdom - London
• 8+ years in Customer Success, TAM, or Service Delivery in SaaS, cloud, telecom, or contact centers.
• 2–4+ years managing customer-facing teams.
• Proven executive influence and handling complex enterprise accounts.
• Ability to translate AI/technical capabilities into business value.
• Excellent communication, leadership, analytical skills, and proficiency with Office/CRM tools.

Culture & Benefits

• Shape and scale a high-performing Customer Success organization.
• Work with industry-leading experts in a dynamic, innovative environment.
• Global career opportunities across domains.
• Access to cutting-edge AI products and learning resources.
• Culture of ambition, collaboration, and continuous improvement.