Manager, Customer Success (AI)

TL;DR

Manager, Customer Success (AI): Leading a team of CSMs to drive adoption, value realization, and net revenue retention for enterprise customers with an accent on team coaching and operational excellence. Focus on scaling CS systems, optimizing NRR, and integrating AI tools into the daily workflow.

Location: Hybrid (3 days/week in-office). Must be based in Chicago or Mountain View, CA

Company

hirify.global is an AI-powered analytics platform that empowers enterprises to transform data insights into action through natural language search.

What you will do

• Lead and grow a team of CSMs, defining success metrics, managing performance, and supporting career development.
• Drive NRR through proactive value realization and strategic expansion strategies.
• Partner with Sales to co-develop account strategies and identify growth opportunities for renewals and upsells.
• Own team KPIs and collaborate with CS Ops to scale processes and optimize systems.
• Represent the voice of the customer to Product, Sales, and Support to influence internal roadmaps.
• Guide the team through complex customer risks and strategic escalations.

Requirements

• 2+ years of experience managing Customer Success or post-sale teams.
• 5+ years of experience in enterprise SaaS CS or Account Management roles.
• Proven success in driving NRR, adoption, and strategic account growth.
• Strong coaching, team development, and performance management experience.
• Operational rigor with data fluency and experience optimizing CS processes.
• AI literacy: Ability to integrate LLMs and prompt engineering into daily workflows to increase productivity.

Culture & Benefits

• Hybrid work model balancing in-person collaboration (3 days/week) with flexibility.
• Culture built on Trust, Customer Obsession, Innovation, and Intensity.
• Opportunity to work with cutting-edge AI tools (Spotter and SpotterViz).
• Environment that values diverse perspectives and unique backgrounds.