Enterprise Customer Success Manager (Ecommerce/AI)

TL;DR

Enterprise Customer Success Manager (SaaS/Ecommerce): Managing a portfolio of high-value ecommerce merchants to drive product adoption and AI automation maturity with an accent on strategic account planning and operational optimization. Focus on implementing AI-powered workflows and reducing churn through proactive health monitoring and QBRs.

Location: Remote (Must be based in the USA)

Salary: Base $136,499 – $154,827 + Commission $18,613 – $21,113

Company

hirify.global is building a unified AI agent platform that revolutionizes conversational commerce for ecommerce brands.

What you will do

• Manage a portfolio of 70-80 ecommerce customers, building strong relationships with key stakeholders.
• Develop strategic account plans focused on product adoption, operational efficiency, and long-term value.
• Guide merchants in implementing AI-powered workflows and automation to optimize support operations.
• Monitor account health through usage and engagement data to identify risks and prevent churn.
• Conduct regular check-ins and Quarterly Business Reviews (QBRs) to align the platform with customer goals.
• Collaborate with Sales, Product, and Support teams to translate customer insights into product roadmap priorities.

Requirements

• 3+ years of experience in Customer Success or Account Management within a SaaS environment.
• Proven ability to manage multiple enterprise customers and lead structured, strategic conversations.
• Strong communication skills and a proactive approach to troubleshooting and optimization.
• Experience working with ecommerce brands or support operations is a strong plus.
• Passion for technology, automation, and the evolving role of AI in customer service.
• Must be based in the United States.

Culture & Benefits

• Competitive compensation package including base salary, commission, and equity.
• Provision of premium AI tools (ChatGPT, Claude, Granola) for daily productivity.
• Annual L&D budget to explore new tools and professional development.
• Collaborative environment with an active internal AI community and knowledge sharing.
• Commitment to diversity, inclusion, and an equitable workplace.