Senior Manager/Director, Customer Success (AI)

TL;DR

Senior Manager/Director, Customer Success (AI): Leading and scaling enterprise and mid-market customer success teams for an applied AI platform in the construction industry with an accent on gross and net retention. Focus on building engagement models, managing executive relationships, and driving adoption across complex multi-region accounts.

Location: Hybrid (New York City, NY). In-office attendance required Monday, Wednesday, and Friday

Salary: $150K – $220K + Equity

Company

hirify.global is an applied AI company redefining construction by automating permitting, licensing, and inspections to accelerate infrastructure development.

What you will do

• Lead, mentor, and develop a high-performance team of 7-8 Customer Success Managers.
• Own gross and net retention for the enterprise or mid-market segment, including expansion and renewals.
• Build the enterprise engagement model, including executive business reviews and mutual success plans.
• Serve as an executive sponsor and escalation point for C-suite and VP-level stakeholders at key accounts.
• Partner cross-functionally with Sales, Product, and Operations to improve customer experience and shape the product roadmap.
• Ensure the team delivers measurable outcomes aligned with both customer objectives and business goals.

Requirements

• Must be based in New York City, NY for hybrid office attendance
• 4+ years of people leadership experience in Customer Success, managing teams with retention or revenue targets.
• 8+ years of total experience in Customer Success, with a strong focus on enterprise segments.
• Proven experience owning executive relationships with senior buyers in large organizations.
• Strong analytical skills and proficiency with BI dashboards and customer health metrics.
• Experience working in startup or high-growth environments with a builder's mindset.

Culture & Benefits

• 100% company-paid medical, dental, and vision coverage plus healthcare FSA.
• 401(k) savings plan and meaningful equity in a high-growth company.
• Unlimited PTO and paid family leave.
• Home office and equipment stipend.
• Daily in-office lunch and dinner provided.
• Commuter benefits for pre-tax transit and parking.