Commercial Customer Success Manager (AI Software Reliability)

Location: London, United Kingdom

Salary: £75,000–£100,000 per year, plus commission

Company

hirify.global provides an AI software reliability platform for engineering teams to investigate, respond to, and prevent incidents.

What you will do

• Manage a portfolio of 70–80 commercial customers, primarily growth-oriented technology companies with annual recurring revenue of $30,000–$150,000.
• Lead onboarding, adoption, best-practice sessions, end-user training, partnership reviews, and roadmap reviews for mid-market customers.
• Support smaller customers through a low-touch model, using product usage data to identify risks and expansion opportunities.
• Help customers resolve product and incident-management challenges while aligning work with their business outcomes.
• Identify upsell and expansion opportunities and partner with Sales and Expansion Account Managers to grow account revenue.
• Shape scalable customer-success operations by refining playbooks, automating repeatable workflows, and building tooling and content.

Requirements

• Experience managing a book of 40–100+ customer accounts.
• Experience selling to or supporting technical users, including engineering teams, on-call rotations, or developer-tool customers.
• Strong commercial judgment, including recognizing growth signals and steering renewals toward successful outcomes.
• Experience with scaled customer success practices such as playbooks, one-to-many programs, or AI-assisted workflows.
• Comfort working with incomplete processes and improving documentation and operating models.
• Willingness to meet customers in person and travel when needed.

Culture & Benefits

• Private medical insurance and enhanced pension contributions.
• Competitive annual leave plus the first Friday of every month off.
• Meaningful equity participation.
• Unlimited budget for AI tools.
• Generous parental leave.
• £1,000 equipment budget and £500 annual personal development budget.