SMB Customer Success Manager (AI)

Location: Seattle, WA, United States; hybrid

Base salary: $60,000–$70,000 per year, plus equity and commission opportunities.

Company

hirify.global develops trusted business calling products including branded calling, caller identity, call performance insights, customer engagement, and voice security capabilities.

What you will do

• Manage a high-volume portfolio of SMB and self-service customers representing approximately $3M ARR.
• Own onboarding, adoption, value realization, renewals, retention, and expansion across the customer lifecycle.
• Deliver scalable enablement through onboarding sequences, training, office hours, webinars, and self-service content.
• Monitor customer health, usage, and engagement signals to identify risks and expansion opportunities.
• Build automated health scoring, risk alerts, and renewal triggers, and help convert qualified self-service customers.
• Partner with Sales, Product, Support, Marketing, and leadership to improve scaled customer success programs and report on KPIs.

Requirements

• 1–3 years of Customer Success, Account Management, Consulting, or related customer-facing experience in a SaaS environment.
• Experience managing a high-volume or scaled portfolio and driving retention outcomes.
• Strong customer judgment, communication, presentation, relationship-building, and problem-solving skills.
• Ability to use data to prioritize outreach, assess account health, identify usage trends, and uncover expansion signals.
• Experience with Salesforce and customer success platforms such as Vitally, Gainsight, Catalyst, Totango, or ChurnZero.
• Ability to work in a hybrid role based in Seattle, Washington.

Nice to have

• Experience applying AI tools to automate workflows, draft outreach, summarize accounts, or analyze customer data.
• Experience with Zapier, Workato, n8n, SQL, or spreadsheet modeling.

Culture & Benefits

• High-ownership environment with transparency, autonomy, open context, and direct engagement with complex problems.
• Employer-sponsored medical, dental, and vision insurance, with 50% dependent coverage.
• Health, flexible spending, dependent care, life, AD&D, accident, and long-term disability coverage.
• 401(k) with a 3% company match, flexible vacation, paid holidays, and paid parental leave.
• Work-from-home equipment stipend, $1,000 annual learning budget, and $1,000 annual charitable donation matching.
• Team lunch three times per week.