Customer Success AI Operations Lead (AI)

Location: Boston, Massachusetts, United States

Salary: US$78,980–$117,000 annually for US-based employees, plus bonus or commission eligibility and equity.

Company

hirify.global provides cyber risk management solutions covering enterprise security performance, digital supply chains, cyber insurance, and data analysis.

What you will do

• Build AI-powered workflows, automations, prompts, templates, and internal tools for Customer Success.
• Prototype automated EBR/QBR decks, renewal briefs, customer summaries, risk narratives, meeting preparation, and next-best-action recommendations.
• Operationalize lifecycle stages, customer health and risk models, renewal readiness, executive engagement, prioritization, and value tracking.
• Connect CRM, customer, support, product, call, and data systems with CS workflows in partnership with CS, RevOps, Data, Support, and Product.
• Establish prompt structures, QA checks, feedback loops, and documentation for accurate, scalable AI outputs.
• Iterate based on CSM and leadership feedback while improving productivity, consistency, and customer-facing quality.

Requirements

• 2–6+ years of experience in Customer Success Operations, Revenue Operations, Support Operations, Technical Account Management, Solutions Consulting, Customer Success, Technical Support, or a similar field.
• Demonstrated experience using AI tools to build practical workflows, automations, internal tools, summaries, agents, or business processes.
• Experience working with CRM, Customer Success, support, revenue, or data systems.
• Strong systems thinking, rapid prototyping, structured execution, communication, documentation, and ownership skills.
• Ability to operate in ambiguity, make pragmatic tradeoffs, and incorporate feedback quickly.

Nice to have

• Experience with Salesforce, Gainsight, Gong, Clari, Zendesk, Slack, Zoom, Google Workspace, or similar GTM tools.
• Experience with Claude, ChatGPT, Gemini, Cursor, Replit, or other modern AI tools.
• Experience with Zapier, Make, Workato, n8n, Tray.io, or similar automation platforms.
• Familiarity with Snowflake, SQL, data warehouses, BI tools, data modeling, APIs, scripting, or low-code/no-code automation.
• Customer-facing experience or experience administering and configuring GTM systems.

Culture & Benefits

• Inclusive culture with equal employment opportunities and reasonable accommodation support.
• Medical, dental, and vision insurance.
• Paid parental leave, flexible time off, life and disability insurance.
• 401(k) plan with employee and company contribution opportunities.
• Tuition reimbursement, bonus or commission eligibility, and equity participation.