Customer Success Manager (AI)

Location: Fully remote within the United States; candidates must be located in Connecticut, Maine, Massachusetts, New Hampshire, New York, Pennsylvania, Rhode Island, Vermont, or West Virginia. Ability to travel within the United States is required.

Salary: $100,000–$115,000 per year, plus participation in the stock equity plan.

Company

hirify.global AI provides facial recognition technology and services to US law enforcement, state, and federal agencies.

What you will do

• Manage a portfolio of enterprise customers from trial and implementation through ongoing delivery, onboarding, training, and support.
• Build relationships with customer stakeholders and executive sponsors through regular communication, virtual and in-person meetings, reports, events, and steering committees.
• Drive product adoption, communicate new application features, and optimize customers’ use of the platform.
• Identify upsell and cross-sell opportunities and improve net revenue retention through strategic account engagement.
• Represent customer needs internally and collaborate with Product Management, R&D, Marketing, Sales, Finance, and other teams.
• Resolve billing and support inquiries, coordinate small customer projects, and assist with onboarding new team members.

Requirements

• 8+ years of experience in enterprise software or SaaS customer success or account management.
• Specific experience supporting public-sector customers, including military, government, law enforcement, or public safety organizations.
• Experience providing product support at the user level and using CRM tools such as SFDC or HubSpot.
• Strong organization, time management, communication, relationship-building, and attention-to-detail skills.
• Bachelor’s degree or equivalent experience.
• Must be located in one of the specified Northeast US states and able to travel within the United States.

Culture & Benefits

• 100% remote and flexible work environment.
• Medical, dental, vision, short-term disability, and long-term disability plans.
• Medical and dependent-care FSA, EAP, and wellness programs.
• 13 paid holidays and unlimited PTO.
• 401(k) plan and stock equity participation.

Hiring process

• Application review.
• Interview.
• Hiring decision.