Client Success Team Lead (AI)

TL;DR

Client Success Team Lead (AI): Leading and developing a team of Client Success Managers while managing a portfolio of low-touch accounts to ensure seamless delivery and measurable outcomes with an accent on scaling operations through automation. Focus on optimizing client retention, adoption, and the integration of AI-enabled customer experience delivery.

Location: Hybrid in Bogota (onsite up to 3 days per week)

Company

hirify.global is a fast-growing organization at the forefront of AI-enabled customer experience delivery, combining consulting, software, and technology services to drive revenue growth and productivity for clients.

What you will do

• Lead, coach, and develop a team of Client Success Managers, managing performance through regular 1:1s and training plans.
• Directly manage a portfolio of low-touch/tech-touch clients to ensure satisfaction, retention, and health metric stability.
• Standardize process playbooks, workflows, and implement scalable tools to manage large portfolios efficiently.
• Collaborate with HR to recruit, interview, and onboard top talent for nearshore Client Success roles.
• Identify and route cross-sell and up-sell expansion opportunities to Sales and Account Executives.
• Track and report on team KPIs, including retention, usage, and NPS, to surface insights for senior leadership.

Requirements

• 4–6 years of experience in Client Success or Account Management.
• At least 1 year of experience in a team lead, supervisory, or mentoring capacity.
• Fluency in English is a MUST-HAVE.
• Proven ability to scale client success operations using automation and analytics.
• Experience in SaaS, technology, or consulting environments.

Nice to have

• Understanding of contact center operations, CRM platforms, AI solutions, or analytics.
• Additional language proficiency for nearshore operations.

Culture & Benefits

• Hybrid work arrangement combining remote and onsite presence.
• Environment focused on employee growth and thriving.
• Collaborative, high-performance team culture aligned with corporate values.
• Opportunity to work with cutting-edge AI tools in the customer experience domain.