Senior Customer Success Manager (AI)

TL;DR

Senior Customer Success Manager (AI): Managing enterprise customer journeys and implementation of AI-first CX platforms with an accent on driving product adoption and measurable business outcomes. Focus on articulating strategic business value to executives, designing retention strategies, and expanding AI use cases within the CCaaS domain.

Location: Remote (USA); must be open to travel up to 20% within the USA

Company

hirify.global Cognigy delivers an AI-first CX platform combining Generative and Conversational AI to power Agentic AI for global brands.

What you will do

• Guide enterprise customers in strategically utilizing AI technology to enhance the value of their investment through innovative use cases.
• Identify customer needs through structured discovery processes and coordinate the timely implementation of solutions.
• Engage in high-level dialogue with enterprise executives to articulate strategic business value and influence decision-makers.
• Define and track customer success metrics using data to report on value delivered to the customer and the business.
• Design and implement effective customer retention strategies, including regular executive business reviews, to minimize churn.
• Collaborate with sales and technical teams to drive loyalty and craft compelling sales proposals aligned with customer goals.

Requirements

• At least 5 years of experience in the software industry as a Customer Success Manager.
• Expertise in CCaaS, AI, or conversational AI is a MUST.
• Deep understanding of SaaS models and the ability to guide customers in achieving ROI-driven objectives.
• Exceptional oral and written communication skills for executive-level interaction.
• Analytical approach to problem-solving with experience using CRM platforms and data analysis software.
• Must be based in the USA and open to travel up to 20% of the time.

Culture & Benefits

• Work in a fast-paced, collaborative, and creative environment at a market-leading global company.
• Access to endless internal career opportunities across multiple roles, disciplines, and domains.
• Opportunity to work with a team of high-performers in an innovation-driven culture.