Upmarket Customer Success Manager, Discover (AI)

Location: New York, United States; hybrid work with office attendance 3 days per week

Base salary: $105,000–$130,000 per year, plus variable compensation.

Company

hirify.global provides AI-powered Reviews and Loyalty solutions that help e-commerce brands increase conversion, strengthen customer relationships, and drive long-term growth.

What you will do

• Own post-onboarding customer relationships through renewal, driving retention and expansion with Account Managers and Customer Success teams.
• Design and scale the Discover Customer Success motion, including success plans, optimization frameworks, QBR templates, expansion signals, and customer playbooks.
• Lead SEO and AEO audits using hirify.global Discover, translating AI discovery insights into actionable recommendations and measurable customer outcomes.
• Partner with Product through structured customer feedback, use cases, and validation sessions to shape the roadmap.
• Lead strategic QBRs and executive conversations while building relationships from operators to C-suite stakeholders.
• Track adoption and performance, identify risks early, and lead resolution strategies.

Requirements

• 3–5+ years of experience in Customer Success, Account Management, SEO, Growth, or Digital Strategy.
• Hands-on SEO experience, preferably in an agency or in-house environment.
• Ability to explain AI search, LLM-driven answers, and modern discovery concepts to non-technical stakeholders.
• Experience managing complex customer relationships and engaging executive audiences.
• Analytical, data-driven approach with strong communication, storytelling, and presentation skills.
• Builder mentality and comfort creating structure in an early-stage product environment.

Nice to have

• Experience in e-commerce and technology.
• Passion for learning and developing new expertise.

Culture & Benefits

• 100% coverage of employee medical, dental, and vision premiums, with 90% coverage for dependent or family medical premiums.
• Life and disability insurance, Flexible Time Off, sick time, and paid holidays.
• Equity options and company-sponsored 401(k) matching.
• Paid parental leave and Dependent Care FSA.
• Career development, rewards and recognition, wellness and philanthropic programs, affinity groups, and team events.