Head of Customer Success (AI)

Location: Remote in the United States; East Coast preferred. Travel: 25–40% for on-site customer visits.

Company

hirify.global provides an AI context layer that transforms code, logs, tickets, and documentation into precise, intent-aware data for AI agents, copilots, and engineering workflows.

What you will do

• Own post-sale relationships for the US customer base, including onboarding, adoption, expansion, and renewal.
• Partner with Forward Deployed Agents to maintain Decision Graph accuracy as customer terminology evolves.
• Own net dollar retention, gross retention, and expansion pipeline metrics.
• Build the customer success playbook covering onboarding, health scoring, executive business reviews, expansion, and escalations.
• Represent customer needs in the product roadmap and lead executive relationships with enterprise engineering leaders.
• Structure and hire the first 2–3 Customer Success Managers and Solutions Architects as the customer base grows.

Requirements

• 7+ years of enterprise B2B SaaS customer success experience, including at least 3 years in infrastructure, AI/ML, data platforms, or developer tools.
• Direct ownership of net dollar retention at a $10M+ ARR organization.
• Experience building a customer success function from zero or leading a clearly measured scaling motion.
• Ability to work directly with senior technical buyers, including VP Engineering, CTO, and Head of Platform.
• Track record of achieving more than 120% net dollar retention through expansion within named accounts.
• Willingness to travel 25–40% for on-site customer visits.

Nice to have

• Customer Success or Solutions Engineering leadership experience at an AI infrastructure, data platform, or observability company.
• Experience with technical evaluations, security reviews, and on-premises or VPC deployment workflows.
• Ability to work with GraphQL queries and customer Slack channels to unblock adoption.
• Founder-track experience building a function while the operating model was still evolving.

Culture & Benefits

• Remote work in the US with an East Coast preference.
• Technical customer success role focused on enterprise AI deployments rather than standard QBRs and training.
• Opportunity to establish the US customer success function and its operating model.
• Regular engagement with technical executives and product roadmap influence.