Customer Success Lead (Fintech/AI)

TL;DR

Customer Success Lead (Fintech/AI): Leading and developing a high-performing team of CSMs to drive utilization, retention, and expansion across fintech, marketplace, and AI software products with an accent on commercial growth and portfolio performance. Focus on coaching commercial customer motions, managing renewals and pricing, and scaling the Customer Success organization during Series B growth.

Location: Hybrid in New York, NY (4 days per week in office, Wednesdays remote)

Company

hirify.global is a VC-backed technology company scaling through Series B, providing fintech, marketplace, and AI software solutions for the healthcare industry.

What you will do

• Lead, coach, and develop a team of Customer Success Managers to meet goals for customer utilization, retention, and expansion.
• Drive business performance across a portfolio of fintech, marketplace, and AI software products.
• Own and coach commercial motions, including renewals, pricing conversations, and complex customer negotiations.
• Manage the team's operating cadence through weekly business reviews and performance data analysis.
• Partner cross-functionally with Sales, Product, Finance, and Operations to optimize onboarding and adoption.
• Develop hiring playbooks, segmentation, and organizational design to scale the CS function.

Requirements

• 7+ years of professional experience, including post-sale roles (CS or Account Management) in high-growth tech companies.
• Proven track record as a frontline people leader managing high-performance SMB or mid-market teams.
• Experience in VC-backed companies, specifically during Series B through D growth stages.
• Demonstrated ability to lead commercial negotiations, renewals, and expansion pricing.
• Strong analytical skills and comfort using data to drive execution.
• Bachelor's degree from an accredited institution.

Nice to have

• Experience supporting healthcare environments.
• Experience with high-velocity SMB/MM customer segments.

Culture & Benefits

• Equity ownership in the company.
• Competitive salary based on experience.
• Comprehensive health, vision, and dental insurance.
• Generous employer 401K match.
• Hybrid work flexibility with a designated work-from-home day.