Scaled Customer Success Manager (AI)

TL;DR

Scaled Customer Success Manager (AI): Managing a broad portfolio of financial-services customers and building scalable programs that drive adoption, measurable ROI, retention, and expansion with an accent on automation, digital engagement, and usage analytics. Focus on designing repeatable customer journeys, detecting churn and expansion signals, and converting customer insights into scalable playbooks and product improvements.

Location: On-site in New York City, United States

Salary: $130,000–$175,000 base salary, plus equity, potential bonus, benefits, and paid time off.

Company

hirify.global is an enterprise AI company transforming workflows for investment banks, private equity funds, and other financial institutions.

What you will do

• Manage a large portfolio of accounts, segmenting customers by health, usage, and expansion potential.
• Design and execute scalable engagement programs such as webinars, office hours, onboarding cohorts, in-app campaigns, and lifecycle communications.
• Build and optimize automated customer journeys, digital touchpoints, and repeatable playbooks with CS Operations, Marketing, Product, and Engineering.
• Monitor adoption and health signals, identify churn risks, forecast renewals, and execute retention and expansion motions.
• Aggregate customer feedback and usage trends to inform product development, marketing, advocacy, references, and case studies.

Requirements

• 5–7+ years of experience in customer success, account management, or related customer-facing roles, ideally managing a large or pooled portfolio.
• Demonstrated ability to drive customer outcomes through programs, automation, data, and repeatable systems.
• Experience with usage analytics, customer segmentation, intervention playbooks, and measuring program impact.
• Strong customer-facing content and communication skills, including emails, in-app messaging, enablement content, webinars, group sessions, and executive conversations.
• Outstanding project management, organization, analytical thinking, ownership, and ability to manage parallel workstreams.
• Must work on-site in New York City.

Nice to have

• Experience building a scaled or digital customer success motion from scratch.
• Experience at a high-growth enterprise or financial technology company serving investment banking, private equity, hedge fund, or related finance customers.
• High-volume client-facing experience in the AI space.

Culture & Benefits

• Fast-paced startup environment focused on ambitious, technically demanding AI and finance problems.
• High ownership, autonomy, collaboration, curiosity, and comfort with ambiguity.
• Opportunity to work alongside specialists in AI and finance on products used by leading financial institutions.
• Equity, comprehensive medical, dental, and vision coverage, bonus eligibility, and paid time off.