Head of Customer Success (AI)

Location: San Francisco, United States; on-site. Relocation assistance to San Francisco is available, with support for visa and green card applications where applicable.

Salary: $250K–$300K per year.

Company

hirify.global is an AI contract intelligence platform used by companies including Uber, Meta, Canva, IBM, Shopify, Reddit, and Pinterest.

What you will do

• Build and lead the customer success function across enterprise and mid-market segments.
• Recruit, develop, and manage a high-performing team of Customer Success Managers.
• Design onboarding frameworks, playbooks, health-scoring methodologies, business review cadences, and escalation protocols.
• Drive sustained user adoption through product-usage strategies, feature-adoption programs, and time-to-value improvements.
• Own logo retention and partner with Account Management to support renewals.
• Represent customer needs across Product, Marketing, and Engineering while building analytics and reporting for customer health and team performance.

Requirements

• 7+ years of experience in customer success, account management, or related roles within B2B SaaS.
• At least 3 years of experience leading and scaling customer success teams.
• Experience building or significantly growing a customer success function from the ground up.
• Demonstrated success with enterprise customers, including organizations with 10,000+ employees.
• Data-driven decision-making skills and the ability to build repeatable, scalable processes.
• Strong communication skills with frontline users, C-suite executives, customers, and internal teams.

Nice to have

• Experience with legal technology or legal professionals.
• Familiarity with AI/ML products and explaining technical concepts to non-technical audiences.
• Experience in a startup environment.

Culture & Benefits

• Fast-growing startup environment with significant responsibility and an opportunity to build a function from the ground up.
• Meaningful equity ownership.
• Medical, dental, and vision insurance, plus HSA, FSA, and life insurance.
• 401(k) program, commuter benefits, and unlimited PTO.
• Downtown San Francisco office with catered lunches, premium snacks and coffee, an in-building gym, and a dog-friendly environment.