Customer Success Lead (AI)

TL;DR

Customer Success Lead (AI): Leading the CS team across APAC to drive NRR, retention, and expansion for AI voice products with an accent on player-coach leadership and strategic account management. Focus on designing repeatable playbooks for renewals, optimizing delivery quality, and influencing the product roadmap based on customer feedback.

Location: Remote-first within Singapore or Australia

Company

hirify.global is an AI research and product company transforming how we interact with technology through human-like AI voice models.

What you will do

• Lead and coach a high-performing CS team across APAC, owning NRR and retention goals.
• Manage priority accounts directly as a player-coach to model best-in-class success practices.
• Design and implement repeatable playbooks for renewals, upsells, and adoption to scale team impact.
• Represent the voice of the customer in leadership discussions to influence the product roadmap and revenue strategies.
• Partner with GTM and cross-functional leadership to align organizational objectives and ensure cohesive execution.

Requirements

• 10+ years of experience in Customer Success or post-sales roles within SaaS, including experience with APAC regions.
• 8+ years of direct people leadership experience managing CSMs and driving team quotas.
• Must be based in Singapore or Australia.
• Fluent in English; proficiency in Mandarin or Japanese is a plus.
• Proven track record of exceeding renewal, expansion, and NRR goals.
• Strong technical acumen to enable the team on product capabilities and integrations.

Nice to have

• Hands-on experience with GTM tools such as Salesforce, Gong, Sigma, and Clay.
• Experience building with AI Native tools like Claude, Lovable, and n8n.

Culture & Benefits

• Innovative, high-velocity culture focused on impact rather than job titles.
• Annual discretionary stipends for professional development and social travel to meet colleagues.
• Annual company offsites in diverse global locations.
• Monthly co-working stipend for team members not located near main hubs.
• AI-first approach across all internal operations and workflows.