Sr Manager/Director, Customer Success (AI)

TL;DR

Sr Manager/Director, Customer Success (AI): Leading and scaling the midmarket Customer Success team to drive retention and adoption for an AI-powered construction platform with an accent on operational excellence and revenue growth. Focus on managing a team of CSMs, developing coverage models, and partnering cross-functionally to improve the customer experience.

Location: Hybrid in New York City, NY (in-office Monday, Wednesday, and Friday)

Salary: $150,000 – $250,000 (OTE) + Equity

Company

hirify.global is an applied AI company redefining the construction industry by automating permitting, licensing, and inspections.

What you will do

• Lead, mentor, and develop a team of 7 midmarket Customer Success Managers.
• Own gross and net retention for the midmarket segment, focusing on adoption, expansion, and renewal.
• Set and refine the midmarket coverage model, segmentation, and engagement cadence.
• Identify at-risk customers and deploy proactive success plans to ensure retention.
• Lead customer escalations and executive communications to ensure fast resolution.
• Partner with Sales, Product, and Operations to improve the overall customer experience.

Requirements

• 4+ years of people leadership in Customer Success, managing teams with retention or revenue targets.
• 8+ years of total experience in Customer Success, including the midmarket segment.
• Strong analytical skills and experience with BI dashboards and customer health metrics.
• Experience in startup or high-growth environments with a builder's mindset.
• Must be based in New York City, NY for a hybrid schedule (Mon, Wed, Fri in-office).

Culture & Benefits

• Competitive salary and meaningful equity in a high-growth Series B company.
• 100% company-paid base medical, dental, and vision coverage plus healthcare FSA.
• 401(k) savings plan.
• Unlimited PTO and paid family leave.
• Home office and equipment stipend.
• Daily in-office lunch and dinner provided.