Customer Success Programs Manager (AI)

TL;DR

Customer Success Programs Manager (AI): Designing and managing a portfolio of programmatic customer success plays to drive adoption and value at scale with an accent on AI-native engagement and automation. Focus on building Claude-powered agents and automated journeys to replace manual CSM touchpoints.

Location: Hybrid; must be based in one of the following cities: Boston, New York City, San Francisco, Seattle, or Washington, DC

Salary: $260,000 per year

Company

hirify.global is a public benefit corporation focused on creating reliable, interpretable, and steerable AI systems that are safe and beneficial for society.

What you will do

• Build and run a portfolio of programmatic CS plays for Claude Enterprise, Cowork, and Claude Code across unmanaged segments.
• Design and ship Claude-powered engagement plays (AI agents, digital QBRs, health reviews) to replace traditional CSM touchpoints.
• Deliver high-leverage live engagements including 1:many webinar series, onboarding cohorts, and customer communities.
• Instrument every program using consumption and product telemetry to measure impact and iterate on workflow logic.
• Synthesize interaction patterns from thousands of program touchpoints to provide feedback to Product, Marketing, and Education teams.
• Collaborate with Scaled CSMs, Sales, and Operations to define rules of engagement between programmatic and human-led support.

Requirements

• 6-8+ years of experience in Customer Success, specifically within Digital, Scaled, or Programmatic functions.
• Proven track record of delivering measurable outcomes (activation, adoption, NRR) without relying on 1:1 relationships.
• Hands-on fluency with AI/LLMs, including prototyping agents and replacing internal processes with AI.
• Direct experience running live 1:many engagements such as webinars, cohorts, or academies.
• Technical literacy with API-first and developer-facing products.
• Must be based in or be able to work from one of the specified US office locations (Hybrid).

Nice to have

• Strong data instincts with proficiency in SQL or lightweight scripting.

Culture & Benefits

• Competitive compensation and optional equity donation matching.
• Generous vacation and parental leave policies.
• Flexible working hours and a collaborative, high-impact research environment.
• Visa sponsorship availability for eligible candidates.