Scaled Customer Success Manager (AI)

TL;DR

Scaled Customer Success Manager (AI): Driving adoption of the Fin AI Agent suite for a broad customer base with an accent on scaling engagement strategies and operational excellence. Focus on building scalable onboarding processes, monitoring health signals, and integrating AI workflows into customer support operations.

Location: Hybrid (Dublin, Ireland). Must be in the office at least three days per week.

Company

hirify.global (Fin.ai) is an AI Customer Agent company helping businesses provide perfect customer experiences through their AI Agent, Fin.

What you will do

• Drive broad adoption of Fin and AI-powered features to automate support and enhance self-serve experiences.
• Design and iterate on engagement strategies and playbooks using automation and digital content.
• Lead implementation and onboarding conversations to ensure successful customer setup from Day 1.
• Proactively monitor usage and health signals to identify risks and expansion opportunities.
• Collaborate with Sales, Solution Engineering, and Product teams to streamline the customer journey.
• Define and build the "Scaled CS" model, including metrics, tools, and high-volume processes.

Requirements

• 2-4+ years in a customer-facing SaaS or product success role managing high-volume engagements.
• Strong interest in AI and automation tools with the ability to explain AI use cases.
• Confidence discussing technical topics like APIs, integrations, and workflows.
• Excellent communication skills for interacting with executives and support leaders.
• Data-driven approach to monitoring usage metrics and adapting strategies.
• Entrepreneurial mindset with the ability to build processes from scratch.

Culture & Benefits

• Competitive salary and equity in a fast-growing company.
• Daily lunch and fully stocked kitchen.
• Unlimited access to Claude Code and advanced AI tools.
• Comprehensive health, dental, and life insurance.
• Open vacation policy and flexible holidays.
• Pension scheme with matching up to 4%.