SMB Customer Success Manager (AI)

Location: San Francisco, on-site. Relocation assistance and visa and green card application support are available where applicable.

Salary: $100K–$130K annually.

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

• Manage a high-volume book of SMB accounts through scalable touchpoints that drive adoption and retention.
• Guide new customers through streamlined onboarding and accelerate time-to-value.
• Monitor usage, engagement, and support signals to identify risks and proactively prevent churn.
• Build scalable customer engagement resources, including email sequences, help articles, webinars, and playbooks.
• Understand customer use cases and help customers unlock more value from the hirify.global platform.
• Relay customer feedback, feature requests, and recurring pain points to Product and Engineering while coordinating issue resolution.

Requirements

• At least 1 year of experience in a customer-facing role such as SMB customer success, account management, or sales development.
• Experience managing a large account portfolio and working with high-volume, tech-touch engagement models.
• Strong written and verbal communication skills, including the ability to explain complex concepts simply.
• Data-driven approach to prioritizing work and identifying customer risk early.
• Self-starter who can operate in ambiguity and build processes from the ground up.
• Ability to work on-site in San Francisco or relocate to San Francisco.

Nice to have

• Experience in legal tech or working with legal professionals.
• Familiarity with Salesforce, Gainsight, HubSpot, or similar CRM and customer success tools.
• Startup experience.

Culture & Benefits

• Fast-growing Series B startup with significant responsibility and a high-intensity operating environment.
• Equity in a rapidly scaling company.
• Medical, dental, and vision insurance, plus HSA, FSA, and life insurance.
• 401(k), commuter benefits, and unlimited PTO.
• Downtown San Francisco office with catered lunch, premium snacks and coffee, an in-building gym, and a dog-friendly environment.