Senior Customer Success Manager (AI)

TL;DR

Senior Customer Success Manager (AI): Partnering with large enterprise customers to lead their AI Agent transformation with an accent on business process mapping and strategic adoption. Focus on translating customer requirements into solution designs and driving measurable business outcomes through AI automation.

Location: Sydney, Australia. Hybrid: In-office at least three days per week.

Company

hirify.global (Fin) is an AI Customer Agent company focused on helping businesses provide perfect customer experiences through its high-performing AI Agent, Fin.

What you will do

• Build trusted advisor relationships with C-suite stakeholders and individual contributors.
• Facilitate requirements gathering and process mapping for standard operating procedures.
• Collaborate with engineers to translate customer requirements into Fin solution designs and prompt strategies.
• Monitor usage patterns to optimize performance and identify expansion opportunities.
• Lead Success Plans, QBRs/EBRs, and strategic planning sessions.
• Act as the Voice of the Customer internally to shape the overall product and solutions strategy.

Requirements

• 4–7 years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles.
• Experience with business process mapping, requirements analysis, and solution design.
• Strong technical acumen and a passion for AI and agent-building.
• Ability to communicate complex problems clearly across diverse audiences.
• Strong prioritization skills for managing a broad portfolio of enterprise accounts.
• Must be based in Sydney, Australia to comply with the hybrid office policy.

Culture & Benefits

• Competitive salary and equity in a fast-growing startup.
• Catered lunch every weekday and a fully stocked kitchen.
• Unlimited access to Claude Code and best-in-class AI tools.
• Flexible paid time off policy.
• Healthcare stipend towards private health insurance for you and your partner/spouse.
• Standard equipment includes MacBooks.