Senior Customer Success Manager (AI)

TL;DR

Senior Customer Success Manager (AI): Managing the full customer lifecycle for a telehealth SaaS platform with an accent on AI-first workflows and data-driven engagement strategies. Focus on building logic-based questionnaires, driving user adoption, and ensuring enterprise-level customer success in a fast-paced startup environment.

Location: Must be based in New York, United States

Company

hirify.global is a rapidly growing telehealth platform empowering entrepreneurs to launch DTC telemedicine companies quickly and easily.

What you will do

• Own the full customer lifecycle including onboarding, value realization, engagement, expansion, and renewals.
• Work AI-first by using LLMs to draft communications, structure problems, and refine customer engagement strategies.
• Build and manage logic-based questionnaires and workflows within the platform.
• Analyze customer engagement metrics to communicate value and identify growth opportunities.
• Triage software and order-related issues to ensure a seamless experience for patients and providers.
• Document and share AI-native workflows to improve team efficiency and performance.

Requirements

• 7+ years of experience in Customer Success or Client Services within a SaaS organization.
• Experience managing large- to enterprise-sized customer books of business.
• Proven ability to communicate effectively in both written and spoken English.
• Strong organizational skills with the ability to juggle multiple projects simultaneously.
• Entrepreneurial mindset with a proactive approach to creative problem-solving.
• Ability to collaborate effectively across product, sales, and marketing teams.

Culture & Benefits

• High-performance startup environment that values speed and bold ideas.
• Culture of extreme ownership, accountability, and teamwork.
• Opportunity to work with cutting-edge AI tools as a default part of the daily workflow.
• Collaborative team where every member is encouraged to wear many hats and take initiative.