Customer Success Manager (AI)

TL;DR

Customer Success Manager (AI): Lead a dedicated AMER team of 5 CSMs and drive white-glove retention and expansion outcomes for hirify.global’s highest-value customers across the Americas, with an accent on multi-product, multi-country account complexity and operational excellence. Focus on building operating rhythm, managing escalations cross-functionally, and using AI-assisted workflows to automate portfolio monitoring and risk signal processing at scale.

Company

hirify.global is a global employment platform enabling companies to hire, pay, and support talent anywhere.

What you will do

• Lead, mentor, and develop a team of 5 CSMs across West and East AMER.
• Run portfolio operations with an operating rhythm (1:1s, pipeline reviews, portfolio health checks, calibrations) while managing concurrent escalations.
• Own retention and net revenue outcomes for the AMER dedicated-tier portfolio, including churn/contraction prevention and expansion/upsell identification.
• Establish early-warning systems for at-risk accounts and partner with Sales to co-own expansion conversations.
• Translate customer feedback and risks into actionable insights for Product, Operations, and Go-to-Market teams; drive resolution timelines with cross-functional partners.
• Champion AI-assisted workflows: build AI-powered playbooks, improve AI literacy, and evaluate AI capabilities to automate monitoring, insights, and reporting.

Requirements

• Location/coverage: Be based within AMER hours with flexibility to cover both West and East AMER time zones.
• 5+ years in customer-facing roles, including at least 2 years in Customer Success or Account Management in a B2B SaaS environment.
• 2+ years of people management experience, ideally leading a team across multiple time zones within the Americas.
• Proven experience managing a book of business with commercial accountability (retention, expansion, churn prevention).
• Strong communication and cross-functional influence at senior levels, with excellent problem-solving and conflict resolution.
• English: Fluency in both written and spoken English.

Culture & Benefits

• Work from anywhere with no HQ borders; work must be timely and authorization to work where you live is required.
• 40 days off per year (including holidays and vacation), or more if required by your country.
• Mental health support via Plumm and a monthly wellbeing allowance in the ThanksBen wallet.
• Flexible parental leave with job protection for up to 12 months (or as required locally).
• WFH stipend for laptop and home office equipment.