Enterprise Customer Success Manager (AI)

TL;DR

Enterprise Customer Success Manager (AI): Partnering with large-scale enterprise clients to drive successful adoption and strategic transformation using AI-driven customer service solutions with an accent on process mapping, solution design, and ROI quantification. Focus on building trusted advisor relationships with C-suite stakeholders and defining AI maturity roadmaps to achieve measurable business outcomes.

Location: Must be based in or able to commute to London, UK (Hybrid: 3 days/week in office)

Company

hirify.global is a leading private software company providing an AI-powered customer agent platform that enables businesses to deliver impeccable, always-on support across the customer journey.

What you will do

• Develop trusted advisor relationships with C-suite stakeholders across a portfolio of high-value enterprise accounts.
• Facilitate requirements gathering and process mapping to define actionable standard operating procedures.
• Act as a transformation architect to define AI maturity roadmaps that drive cost reduction and CX innovation.
• Collaborate with engineering teams to translate customer requirements into effective AI solution designs.
• Monitor usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities.
• Quantify and communicate customer value through ROI metrics and executive briefings.

Requirements

• 10+ years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles.
• Proven experience with business process mapping, requirements analysis, and solution design at enterprise scale.
• Strong technical acumen and passion for AI with the ability to engage with engineering and product teams.
• Ability to evaluate AI performance data and translate metrics into compelling business outcomes.
• Experience leading large-scale enterprise transformation programs involving AI, automation, or modern customer service platforms.
• Strong commercial instincts with experience navigating enterprise procurement cycles.

Culture & Benefits

• Competitive salary and equity in a fast-growing company.
• Comprehensive health, dental, and life assurance coverage.
• Flexible vacation policy and generous parental leave.
• Daily catered lunches and fully stocked kitchen.
• Pension scheme with company match up to 4%.
• Access to best-in-class AI tools and experimentation culture.