Sr. Manager, Customer Success Intelligence & AI Operations

Location: Remote USA

Salary: $131,600–$171,100 per year, with potential bonus, commission, and equity eligibility.

Company

hirify.global builds technology and operational capabilities that help customers achieve better outcomes through scalable, data-driven execution.

What you will do

• Own and continuously improve the Customer Success technology infrastructure supporting AI-driven customer journeys, CTAs, health scoring, automated playbooks, digital engagement, and predictive models.
• Administer and configure Gainsight, including rules engine logic, data models, workflow automation, reporting architecture, testing, releases, and platform health.
• Design and maintain playbooks for lifecycle management, success planning, expansion, risk intervention, renewal readiness, and AI-agent execution.
• Build and manage the customer digital community, including platform requirements, member experience, content structure, engagement workflows, governance, reporting, and integrations.
• Own data quality, hygiene, pipeline management, operational governance, and single-source-of-truth practices across Gainsight, CRM, revenue, engagement, and customer health data.
• Develop dashboards, governance mechanisms, and performance insights covering platform health, data quality, playbook adoption, campaign performance, customer health movement, and AI readiness.

Requirements

• Bachelor’s degree in business, operations, information systems, data analytics, customer success, customer experience, organizational leadership, or a related field; a master’s degree is preferred.
• 10+ years of experience with Gainsight, CRM or customer success platforms, customer community platforms, workflow automation, business intelligence, operational reporting, or integrated customer data ecosystems.
• Deep technical knowledge of Gainsight, customer success technologies, platform administration, system configuration, health frameworks, lifecycle motions, data infrastructure, and Customer Success operating models.
• Experience with AI-enabled operations, predictive analytics, Next Best Action concepts, agentic automation, intelligent customer journeys, CTA design, health score configuration, and digital engagement.
• Ability to translate strategy into technical requirements, system configurations, workflow logic, data architecture, process documentation, and scalable enablement plans.
• Strong communication, documentation, facilitation, change management, stakeholder enablement, problem-solving, data governance, and operational analytics skills.

Nice to have

• Experience with Salesforce or comparable CRM platforms, BI and reporting tools, data integrations, campaign operations, survey platforms, automation builders, and enterprise workflow ecosystems.
• Certifications in Gainsight, Salesforce, Customer Success, Revenue Operations, Data Analytics, AI, Process Improvement, Program Management, or Change Management.
• Experience managing sensitive customer health, revenue, CRM, and operational data with enterprise-grade access controls.

Culture & Benefits

• Remote work arrangement within the USA.
• Culture focused on customer outcomes, teamwork, integrity, speed, agility, innovation, and transparent communication.
• Potential eligibility for the Vertex Bonus Plan, role-specific commission or bonus, and equity grants.
• Compensation is determined based on skills, experience, geographic location, and business needs.