Scaled Enterprise Customer Success Manager (AI)

TL;DR

Scaled Enterprise Customer Success Manager (AI): Responsible for driving onboarding, adoption, retention, and expansion across a high-volume book of SMB and Mid-Market customers with an accent on data-informed engagement and repeatable programs. Focus on identifying conversion opportunities from self-serve customers and helping build scaled customer success motions.

Location: San Francisco; Austin; New York City

Salary: $150K – $175K

Company

hirify.global is looking for a Scaled Enterprise Customer Success Manager to join our Enterprise team.

What you will do

• Execute the scaled Enterprise customer success strategy developed by leadership.
• Manage a high-volume portfolio of SMB and Mid-Market customers through a lower-touch, data-informed engagement model.
• Serve as a point of contact for customers across onboarding, adoption, value realization, renewal, and expansion moments.
• Drive initial enablement through repeatable onboarding programs, training sessions, office hours, webinars, and digital content.
• Monitor customer health, usage trends, and engagement signals to prioritize outreach and identify risks or growth opportunities.
• Advocate for customer needs and collaborate with cross-functional teams to improve product experience, enablement materials, support processes, and scaled CS playbooks.

Requirements

• 3+ years of experience in Customer Success, Account Management, Sales, or related customer-facing roles at scaling technology companies.
• Experience supporting SMB, Mid-Market, or high-volume customer segments, ideally in a SaaS or AI/productivity tooling environment.
• Strong customer judgment with the ability to balance personalized engagement and scalable program execution.
• Proven ability to drive adoption, retention, and growth across a book of business.
• Excellent written and verbal communication skills, with the ability to clearly explain value to business and technical stakeholders.
• Proficiency in CRM systems, customer success platforms, analytics tools, and customer engagement workflows.

Culture & Benefits

• Full-time U.S. employees enjoy a comprehensive benefits program including equity, health, dental, vision, retirement, fitness, commuter and dependent care accounts, and more.
• Full-time employees outside the U.S. enjoy a comprehensive benefits program tailored to their region of residence.