Customer Success Operations Manager (AI)

TL;DR

Customer Success Operations Manager (AI): Designing and enforcing operational standards for the Customer Success team to ensure scalable onboarding and high retention with an accent on operational discipline and execution. Focus on building the CS operating system, reviewing account health, and personally managing high-impact strategic accounts.

Location: Remote. Must be based in the United States or Latin America (LATAM) and overlap with U.S. Eastern Time.

Company

hirify.global is an AI-powered business communication platform helping companies replace manual workflows with intelligent AI agents across voice, chat, and messaging.

What you will do

• Own and enforce structured onboarding, documentation quality, and success planning standards across all accounts.
• Review calls and provide feedback to CSMs to ensure architectural integrity and execution discipline.
• Personally manage a small portfolio of strategic, high-impact accounts to ensure retention and expansion.
• Create operational visibility into onboarding timelines, account health, and risk signals.
• Partner with Product and Engineering to identify patterns and ensure scalable solution design.

Requirements

• 4+ years of experience in B2B SaaS Customer Success or Technical Account Management.
• Experience owning retention or expansion metrics.
• Strong operational discipline and experience building operational workflows.
• Experience working with integrations, APIs, or technically complex SaaS products.
• Strong written and verbal English communication skills.
• Must be based in the USA or LATAM and overlap with US Eastern Time.

Nice to have

• Experience working with staffing, workforce, or ATS platforms.
• Experience building or scaling Customer Success processes in a high-growth environment.

Culture & Benefits

• Competitive compensation based on experience and location.
• Significant ownership and direct influence on the evolution of systems and standards.
• Opportunity to scale the Customer Success function within a high-growth AI company.