Customer Success Manager (AI SaaS)

Location: San Francisco or New York City; the role is in-office five days a week in San Francisco, with occasional travel for on-site customer visits.

Salary: $140,000–$170,000 base salary plus equity.

Company

hirify.global provides an AI-era documentation platform used by more than 20,000 companies to publish technical documentation, help centers, and internal knowledge bases.

What you will do

• Own a portfolio of enterprise customers from go-live through retention, renewal, and expansion.
• Take account handovers from Solutions Engineers, confirm stakeholders and success criteria, and deliver product training within 30 days of go-live.
• Maintain account health scores, strategies, competitive assessments, and success criteria in Salesforce.
• Build executive relationships, run quarterly account engagement and annual executive business reviews, and identify economic buyers and champions.
• Detect risk, create save plans, lead renewals, and generate qualified expansion opportunities with Account Managers.
• Troubleshoot Git, configuration, and content issues; create reusable playbooks, templates, AI-assisted workflows, and product feedback.

Requirements

• 4+ years of experience in customer success, account management, or technical account management at a B2B SaaS company, owning a book of mid-market or enterprise accounts.
• Experience owning a retention metric such as GRR, NRR, or renewal rate and growing expansion on the customer portfolio, with measurable results.
• Strong commercial judgment, including understanding deal structure and discount levers, forecasting renewal risk, and pitching expansion to economic buyers.
• Executive presence, including converting executive sponsors into advocates and running value-focused business reviews.
• Technical fluency with Git workflows, Markdown or MDX, HTML, CSS, JavaScript, and APIs, sufficient to debug documentation updates after a merged pull request.
• Ability to work with product usage data, reconcile inconsistent numbers, and turn signals into action.
• Examples of using AI to build parts of a customer success workflow.
• Strong ownership and candor, including early escalation, constructive internal challenge, and accountability for outcomes.

Nice to have

• Experience at a developer-tools, documentation, or AI company.
• Hands-on Salesforce experience with reports, dashboards, and maintaining clean portfolio data.
• SQL or Python experience for personal analysis.
• Experience building health scores, playbooks, or automations from scratch.
• Experience creating customer advocacy assets such as case studies and reference calls.

Culture & Benefits

• Competitive compensation and equity.
• 20 days of paid time off per year.
• 401(k) with employer match and full employee coverage for health, dental, and vision insurance.
• Monthly wellness and commute stipends.
• Free lunch and dinner, plus an annual team offsite.

Hiring process

• 30-day expectations include learning the product and customer success processes, meeting internal partners and key customers, and establishing account health scores, strategies, and competitive assessments.
• 60- and 90-day expectations include contacting every account, planning upcoming renewals, maintaining Salesforce data, creating save plans, and sourcing expansion opportunities.
• First-year expectations include achieving target GRR, driving expansion ARR, completing executive business reviews, and deploying at least one reusable team playbook or workflow.