Customer Success Manager (AI)

Location: Fully remote; approximately 25–30% domestic travel for customer meetings and strategic engagements.

Company

hirify.global provides aviation software and information services, including AI-powered solutions designed to improve aircraft uptime and operational efficiency.

What you will do

• Manage strategic customer relationships and act as the primary customer advocate throughout the customer lifecycle.
• Drive onboarding, implementation support, product adoption, engagement, retention, and customer satisfaction.
• Use AI-enabled engagement tools, CRM systems, automation platforms, health scores, and usage trends to improve customer outcomes.
• Develop customer success plans, monitor KPIs, forecast renewals, and identify churn risks and expansion opportunities.
• Partner with Product, Engineering, Sales, Marketing, and Support teams to improve onboarding, adoption, retention, and issue resolution.
• Support executive business reviews, customer presentations, escalations, and strategic account discussions.

Requirements

• 3+ years of experience in Customer Success, Account Management, SaaS Consulting, Customer Experience, or related client-facing roles.
• Strong understanding of SaaS customer lifecycle management, adoption strategies, customer health metrics, retention, and renewals.
• Experience with AI-enabled tools, automation platforms, CRM systems, or customer intelligence technologies.
• Ability to manage strategic customer relationships and communicate with executive-level stakeholders.
• Strong analytical, communication, presentation, relationship management, and problem-solving skills.
• Willingness to travel domestically approximately 25–30%.

Nice to have

• Experience with Salesforce, HubSpot, Gainsight, Gong, Tableau, Power BI, Claude, Microsoft Copilot, ChatGPT, or similar tools.
• Experience supporting digital transformation, workflow automation, or technology adoption initiatives.
• Experience in aviation, aerospace, maintenance, or other highly regulated industries.
• Knowledge of onboarding methodologies, implementation processes, and customer enablement best practices.

Culture & Benefits

• Customer-centric culture focused on measurable customer outcomes and long-term value.
• Cross-functional collaboration across Product, Engineering, Sales, Marketing, and Support.
• Emphasis on AI adoption, innovation, continuous learning, and operational efficiency.
• Fully remote work arrangement with domestic travel for customer engagements.