Senior Customer Success Manager (AI)

TL;DR

Senior Customer Success Manager (AI): Building long-term customer relationships and driving adoption of AI-powered customer experience solutions with an accent on customer outcomes, retention, and cross-functional account planning. Focus on designing success plans, orchestrating onboarding and implementation, and identifying expansion opportunities across enterprise accounts.

Location: Zurich, Switzerland (flexible)

Company

hirify.global develops hirify.global Cloud, an AI-powered Experience Orchestration platform that connects people, systems, data, and AI for more than 8,000 organizations worldwide.

What you will do

• Manage a portfolio of customers as the primary business contact throughout their customer experience journey.
• Analyze business value drivers, success criteria, and KPIs to create actionable Customer Success Plans.
• Drive adoption of relevant products, features, services, and innovation paths to achieve customer outcomes.
• Lead Executive Business Reviews, territory planning, customer advocacy, and continuous improvement initiatives.
• Coordinate with onboarding, professional services, renewal management, and sales teams to support implementation, retention, and expansion.

Requirements

• 6+ years of experience in a technology-related field.
• Familiarity with customer experience industries and technologies, enabling a consultative approach.
• Strong relationship-building, proactive digital engagement, multitasking, presentation, and communication skills.
• Fluent German and excellent written and verbal English are required.
• Experience with PowerPoint, Excel, Word, Salesforce, Gainsight, online communities, and social media platforms.
• A bachelor's degree in technology or business is preferred; a leadership profile capable of influencing cross-functional teams is expected.

Nice to have

• Bachelor's degree in a technology- or business-related field.
• Experience leading internal strategic initiatives and continuous improvement programs.

Culture & Benefits

• Flexible-first working culture within a global organization.
• Mentorship, learning programs, leadership development, and education support.
• Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored benefits.
• Opportunity to work with AI-powered technology operating at enterprise scale.

Hiring process

• Application review by Talent Acquisition and the hiring team.
• Zoom interview followed by interviews with the hiring manager and interview team.
• Usually no more than five interviews, followed by final-step communication.