Principal Customer Success Manager (AI)

TL;DR

Principal Customer Success Manager (SaaS/AI): Managing high-complexity enterprise accounts to ensure product adoption and value realization with an accent on AI-driven capabilities and ROI. Focus on building trusted advisor relationships, coordinating cross-functional resources, and optimizing contact center operations for global clients.

Location: Remote (United Kingdom). Travel to customer sites is expected (up to 25–30%).

Company

Market leader in AI, cloud, and digital CX software, serving over 25,000 global businesses and 85 of the Fortune 100 corporations.

What you will do

• Act as the single point of ownership for customer success across a portfolio of high-complexity enterprise accounts.
• Drive adoption and value realization of AI-driven capabilities by connecting technology to business outcomes and ROI.
• Conduct regular success reviews to align hirify.global CX technology with customer business goals and success criteria.
• Collaborate with Technical Support, Professional Services, Product, and Engineering teams to ensure initiatives progress within SLAs.
• Proactively manage customer health, risks, and escalations to maintain high NPS and satisfaction.
• Travel up to 30% of the time to support customer visits and executive engagements.

Requirements

• Must be based in the United Kingdom.
• Bachelor’s Degree in Computer Science, Business Information Systems, or equivalent professional experience.
• 6+ years of experience in Customer Success, Technical Account Management, or Service Delivery within SaaS, telecommunications, or contact center environments.
• Ability to translate technical and AI-driven capabilities into tangible business value and outcomes.
• Proven experience managing multiple high-touch enterprise accounts simultaneously.
• Strong working knowledge of contact center platforms, functionality, and design.

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

• Understanding of networking, VoIP, TCP/IP, SIP signalling, and telecommunications architecture.
• Familiarity with databases, SQL concepts, or scripting fundamentals.
• Experience with AI, analytics, automation, or digital CX technologies.

Culture & Benefits

• Work in a fast-paced, collaborative, and creative environment within a market-disrupting global company.
• Access to endless internal career opportunities across multiple roles, disciplines, and domains.
• Opportunity to work with a high-performing team of "the best of the best."