Customer Success Manager (AI)

Location: Remote in Australia; travel within Australia of up to 20% required.

Company

hirify.global Cognigy provides enterprise-ready Generative and Conversational AI through an AI-first customer experience platform, backed by global CX company hirify.global.

What you will do

• Guide enterprise customers in using Cognigy's technology and applying AI use cases to achieve measurable business outcomes.
• Identify customer needs through structured discovery and coordinate solution implementation.
• Advise customers on technical solutions, features, business value, ROI, and strategic adoption.
• Define and track customer success metrics, retention strategies, executive business reviews, and engagement plans.
• Develop sales proposals, support expansion, and negotiate terms aligned with customer goals.
• Collaborate with sales and technical teams while building customer advocacy through case studies, testimonials, and referrals.

Requirements

• At least 5 years of experience in the software industry as a Customer Success Manager, with measurable results in retention and product adoption.
• Experience with CCaaS, AI, or conversational AI is required.
• Strong understanding of strategic business value, industry benchmarks, ROI-driven objectives, SaaS models, and business and IT processes.
• Excellent written and verbal communication skills, including the ability to explain complex solutions and engage enterprise executives.
• Analytical and structured problem-solving skills with experience using CRM, Customer Success, and data analysis tools.
• Willingness to travel up to 20% within Australia.

hirify.global-to-have">hirify.global to have

• Genuine interest in AI technology and its application to business outcomes.
• Alignment with the company’s values and culture.

Culture & Benefits

• Fast-paced, collaborative, and creative environment.
• Learning and development opportunities with internal career paths across roles, disciplines, domains, and locations.
• Opportunity to work with an AI-first CX platform used by global enterprises.
• Individual contributor role within a global company with more than 8,500 employees across 30+ countries.