Manager, Customer Success (AI)

TL;DR

Manager, Customer Success (SaaS/AI): Leading a team of CSMs to drive retention and expansion via an AI-powered revenue engine with an accent on GDR/NDR performance and commercial confidence. Focus on shipping AI tooling, optimizing renewal forecasts, and coaching CSMs to move from feature-led to outcome-driven engagement.

Location: Remote in Ireland

Company

hirify.global builds an AI-powered platform that helps client-service organisations manage projects, resources, and profitability.

What you will do

• Lead a team of CSMs to own and deliver Gross Dollar Retention (GDR) and Net Dollar Retention (NDR) targets.
• Manage renewal forecasts, risk queues, and execute structured save plays for at-risk accounts.
• Develop and integrate AI tooling such as prompts, agents, and workflows into the daily CS operation to increase efficiency.
• Coach CSMs to transition from feature-led conversations to ROI-driven, strategic partnerships.
• Maintain operational excellence within HubSpot, ensuring forecast hygiene and data accuracy.
• Collaborate with senior stakeholders on top-tier EBRs and strategic renewal moments.

Requirements

• Must be based in Ireland.
• 5+ years of experience in Customer Success within a B2B SaaS environment.
• 3+ years of experience leading and managing Customer Success teams.
• Proven track record of delivering GDR and NDR targets.
• Hands-on experience shipping AI tooling (prompts, skills, agents) in a live commercial environment.
• Strong commercial acumen in pricing, negotiation, and value articulation.

Culture & Benefits

• Up to 30 days of vacation.
• Pension/retirement matching and comprehensive health plans.
• Employee Share Options (ESOP).
• Generous development allowance and educational resources.
• Inclusive policies including maternity, paternity, and parent leave.