Customer Success Manager, Agency

TL;DR

Customer Success Manager, Agency (Generative AI Search Optimization): Drive customer outcomes for agency partners adopting an AI search visibility platform, with an accent on translating platform data into strategic recommendations and running education/adoption journeys. Focus on quarterly business reviews, account expansion through workflow integration, and scaling repeatable account playbooks while maintaining high-touch client relationships.

Location: New York City (Hybrid)

Salary: $100K–$120K base + bonus

Company

hirify.global builds an AI-first search visibility platform for marketing teams.

What you will do

• Serve as the main point of contact for agency partners, delivering exceptional customer experience and long-term strategic partnerships.
• Translate platform data into tailored recommendations to improve visibility and optimization aligned to each client’s goals.
• Lead client education and adoption journeys to drive engagement, retention, and satisfaction.
• Run quarterly business reviews and content strategy sessions to optimize content visibility, organic growth, and AI-discovery performance (e.g., ChatGPT, Perplexity).
• Enable agencies to position and sell Scrunch to their clients with the right language, data, and talking points.
• Manage account volume using strategic playbooks and scalable processes without sacrificing relationship quality.

Requirements

• 2+ years in customer success or account management, with direct agency experience or close agency-facing work (e.g., partnerships, agency-facing sales, or CS at a martech/adtech company).
• Strong understanding of how agencies operate (servicing models, account team structures, retainer/scope dynamics, margin pressure, and technology evaluation/pitching).
• Builder mindset: identify gaps, propose solutions, and help scale repeatable efficiencies across the team.
• Strong communication skills to turn technical insights into persuasive, strategic action plans.
• Experience in early-stage startups or SaaS environments, helping define processes and customer success strategies.
• Team-first collaboration across product, sales, and marketing to drive customer success.

Culture & Benefits

• Medical, dental, vision, and life & disability insurance.
• Paid parental leave.
• Home office stipend and phone/internet reimbursement.
• L&D budget for courses and conferences.
• Flexible PTO.
• 401(k) and team offsites.