Enterprise Customer Success Manager (AI)

Location: Remote based in the United States; regular travel to customer sites is required.

Annual base salary: $125,000–$150,000, plus an eligible annual bonus target.

Company

hirify.global provides cloud-based SaaS government software that helps public agencies improve efficiency, citizen engagement, transparency, and service delivery.

What you will do

• Manage a large portfolio of enterprise government agency customers through high-touch engagement and strategic guidance.
• Build trusted-advisor relationships with senior stakeholders and CXO-level executives across IT and business functions.
• Develop three- to five-year agency plans aligned with customer goals and the product roadmap.
• Own renewal health, forecast account risk, drive retention, and partner with Sales on upsell and cross-sell opportunities.
• Build KPI dashboards, communicate customer outcomes, benchmark performance, and track AI feature adoption.
• Manage escalations, advocate for customer needs through Voice of the Customer processes, and mentor CSM teammates.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a related field, including 2+ years in an enterprise or senior CSM capacity.
• Experience in Gov Tech or the public sector is required.
• Deep expertise with Gainsight, including health scores, playbooks, reporting, and portfolio-level customer outcomes.
• Experience developing enterprise customer-success strategies, account plans, and multi-year strategic plans.
• Strong data analysis, visualization, KPI dashboard, presentation, and executive stakeholder management skills.
• Ability to manage renewal risk, retention, expansion opportunities, and regular on-site customer travel.

Nice to have

• Knowledge of the hirify.global Civic Platform and its applications.
• Experience with OKR frameworks, customer outcome benchmarking, references, case studies, or customer advisory boards.
• Understanding of the Gov Tech competitive landscape and experience mentoring CSM teammates.

Culture & Benefits

• Inclusive workplace focused on diversity, equity, psychological safety, and belonging.
• Flexible time off and comprehensive medical, dental, and vision coverage.
• Family planning benefits, 401(k) with company match, HSA, and FSA.
• Life, accident, disability, business travel insurance, employee assistance, and other well-being benefits.