Customer Success & Support Manager (AI)

Location: New York, NY; hybrid schedule with three days per week in the office

Company

hirify.global provides a domain-specific AI platform for the AEC industry, automating drawing review, code compliance, submittal review, and project research through integrations with existing data infrastructure.

What you will do

• Own the support queue, triage incoming requests, assess urgency, and provide accurate first responses within SLA.
• Resolve Tier 1 issues and escalate complex cases to Engineering or Onboarding with clear context while maintaining customer communication.
• Track resolution time, support volume, recurring issues, and documentation gaps to surface product improvement opportunities.
• Own the SMB segment by driving adoption, managing renewals, and identifying expansion opportunities through proactive outreach and usage signals.
• Provide lightweight success coverage for mid-market accounts, including touchpoints, expansion identification, and renewal tracking.
• Define and report KPIs including first response time, CSAT, activation rate, and expansion rate by segment.

Requirements

• 3–5 years of experience in a customer-facing B2B SaaS role with direct ownership of support queue triage, SLA management, and escalations.
• Experience creating customer-facing documentation such as knowledge bases, help content, or onboarding guides.
• Proficiency with support and CRM tools such as HubSpot, Pylon, or equivalent platforms.
• Strong written communication and a customer-first approach with the ability to move quickly without sacrificing quality.
• Based in New York City and available to work in the office three days per week.

Nice to have

• Experience supporting technical SaaS products for non-technical end users.
• Familiarity with AEC workflows or tools such as Procore, Autodesk Construction Cloud, Bluebeam, or Egnyte.
• Startup experience building a support function rather than maintaining an established one.

Culture & Benefits

• Competitive base salary with performance-based compensation.
• Equity participation.
• Medical, dental, and vision coverage.
• Flexible PTO.
• High-visibility role on a small team, with responsibility for defining the support and success experience.