Scaled Customer Success Manager (AI)

TL;DR

Scaled Customer Success Manager (AI): Building and operationalizing scalable customer success programs for Growth and Mid-Market Enterprise customers with an accent on programmatic engagement and time-to-value. Focus on designing onboarding playbooks, mitigating churn risk through data analysis, and increasing Net Dollar Retention.

Location: Remote, San Francisco, or Los Angeles (US)

Salary: $140,000 – $190,000

Company

hirify.global is an AI-native startup dedicated to making visual storytelling accessible to all through innovative video creation technology.

What you will do

• Create and optimize digital-first onboarding motions and standardized playbooks for Mid-Market customers.
• Drive outcome-based engagement focusing on cost reduction, content compression, and scalable output.
• Manage a pooled book of business using tech-touch outreach, automation, and programmatic success plays.
• Operate as a program manager to prioritize initiatives impacting retention and expansion based on data.
• Proactively monitor account health signals and telemetry to implement churn mitigation plans.
• Identify and enable expansion opportunities by quantifying impact and building ROI narratives.

Requirements

• 4–7+ years of experience in Customer Success, Professional Services, or Consulting within SaaS.
• Proven track record of managing high-volume books of business using scaled or pooled CS motions.
• Strong analytical skills with experience using dashboards, health scores, and lifecycle metrics.
• Proficiency with CRM tools (Salesforce preferred) and data visualization tools (Hex or similar).
• Ability to use AI coding assistants (e.g., Claude Code) to prototype automations and internal workflows.
• Must be located in the US (San Francisco, Los Angeles, or Remote).

Nice to have

• Experience working within the AI industry.

Culture & Benefits

• Comprehensive health benefits and emotional health resources.
• 401k retirement plan.
• Generous paid time off (PTO) and a dedicated parental leave program.
• Opportunity to build the foundation of a scalable Enterprise motion in a fast-growing AI company.
• Flexible work environment supporting remote and hybrid setups.