Senior Customer Success Manager (AI)

Location: Riyadh, Riyadh Province, Saudi Arabia; On-site

Company

hirify.global is an AI-native customer experience intelligence platform that manages customer lifecycles using proprietary multilingual NLU capabilities, media monitoring, and social listening.

What you will do

• Own a portfolio of government and enterprise accounts and act as the primary point of contact for stakeholders.
• Lead end-to-end account delivery, including projects, reporting cycles, timelines, and client commitments.
• Translate media monitoring and social listening insights into strategic recommendations and measurable client outcomes.
• Drive customer adoption, engagement, retention, and value realization through proactive account planning.
• Build relationships with senior stakeholders, identify upsell and cross-sell opportunities, and support account growth.
• Collaborate with Product, Support, and Professional Services; represent the customer internally and report on adoption, NPS, campaign performance, and sentiment trends.

Requirements

• 5+ years of experience in account management, customer success, or client services.
• Preferred experience with media monitoring or social listening platforms, digital, PR, or communications agencies, or CX and insights-driven SaaS environments.
• Experience working with government or public sector clients and managing complex stakeholder structures.
• Experience in project delivery, including managing timelines, reporting, and client expectations end-to-end.
• Experience translating data and insights into clear, actionable recommendations for clients.
• Commercial mindset with experience identifying and driving account growth opportunities.
• Excellent communication skills and the ability to simplify complex concepts for non-technical audiences.
• Comfort working with CRM and customer success tools such as HubSpot and ChurnZero.
• Fluent English and Arabic.
• Highly proactive, organized, and client-centric approach.

Culture & Benefits

• On-site work in Riyadh, Saudi Arabia.
• Work across public-sector and enterprise customer environments.
• Cross-functional collaboration with Product, Support, and Professional Services teams.

Hiring process

• Screening call with Talent Acquisition.
• Interview with the Hiring Manager, followed by a case study.
• Final case study presentation or client-scenario interview focused on delivery and insights, followed by an offer.