Customer Success Manager (AI/Blockchain)

TL;DR

Customer Success Manager (AI/Blockchain): Building the AI Customer Success function from the ground up for a portfolio of national security and financial crime investigators with an accent on product-led growth and AI-driven workflow automation. Focus on defining onboarding playbooks, driving adoption benchmarks, and establishing TRM as a mission-critical partner for sophisticated cyber investigators.

Location: Must be based in the United States

Company

hirify.global provides AI-powered intelligence solutions that help public and private sector agencies investigate and disrupt illicit activity in the blockchain ecosystem.

What you will do

• Build and iterate the v1 onboarding playbook to drive customer adoption across segments.
• Develop AI-powered CS workflows to automate account health summaries and reporting.
• Define and track adoption benchmarks, consumption rates, and success metrics for high-stakes accounts.
• Identify and scope high-impact product-led growth plays to drive expansion.
• Run executive business reviews and QBRs with senior stakeholders at government and financial institutions.
• Synthesize customer feedback and feature gaps into actionable input for the product roadmap.

Requirements

• 5+ years in customer success or post-sale roles with proven ownership of NRR, GRR, and expansion metrics.
• Domain credibility in cyber, national security, financial crime, or blockchain intelligence.
• Demonstrated zero-to-one builder experience in creating CS functions or onboarding playbooks.
• Production AI fluency with experience building repeatable AI workflows that synthesize data.
• Strong executive presence and ability to command a room of senior government or financial stakeholders.
• Must be based in the United States with availability for collaboration during 7am-5pm PST.

Nice to have

• Experience with ChurnZero, Salesforce, and Gong.
• Background in high-velocity, high-ownership startup environments.

Culture & Benefits

• Distributed-first team culture with strong emphasis on asynchronous communication.
• High autonomy and direct access to leadership.
• Fast-paced environment that rewards urgency, adaptability, and measurable outcomes.
• Mission-driven work at the intersection of AI and national security.