Senior Manager, Customer Success (AI)

TL;DR

Senior Manager, Customer Success (AI): Leading and developing a team of CSMs to help customers operationalize data privacy at scale with an accent on renewal performance, team coaching, and AI adoption. Focus on building scalable CS processes, driving product adoption, and managing high-stakes customer relationships in a fast-growth SaaS environment.

Location: Remote (Must be based in the United States)

Salary: $180,000 - $210,000 USD

Company

hirify.global is an Agentic Data Privacy Platform helping leading brands automate privacy and control risk using secure, human-governed AI.

What you will do

• Lead, coach, and develop a team of CSMs through real-time feedback and active mentorship.
• Own the team's renewal performance to maintain a consistent 95%+ renewal rate.
• Act as the primary escalation point for CSMs and maintain deep knowledge of portfolio account health.
• Drive AI adoption within the CS team to create operational leverage and efficiency.
• Partner with the Director of Implementation to ensure timely and successful customer onboarding.
• Build scalable playbooks and processes to maintain quality as the organization grows.

Requirements

• Experience leading CS teams in a fast-paced SaaS environment with a focus on retention metrics.
• Strong coaching skills and ability to provide actionable feedback to develop team members.
• Technical fluency to handle complex product questions independently.
• Proven ability to manage using data and act on trends proactively.
• Must be based in the United States.

Nice to have

• Experience in privacy, data governance, or compliance industries.
• Experience as a player-coach with both team and account ownership.
• Background in scaling CS teams from an early-stage foundation.

Culture & Benefits

• Remote-first working environment with a work-from-home stipend.
• Comprehensive health, dental, and vision insurance plans.
• Financial benefits including equity and a 401k savings plan.
• Focus on well-being with parental leave, wellness benefits, and flexible time off.