Customer Success Manager (AI)

Location: Hybrid working with around 2 days per week in the London office

Salary: £45,000–£65,000 basic salary plus meaningful equity

Company

hirify.global is partnering with an early-stage UK neurotech company developing health technology to help people better manage chronic stress.

What you will do

• Own the end-to-end customer journey from onboarding and activation through engagement, retention, and ongoing support.
• Improve subscription health, reduce churn, and increase customer lifetime value.
• Build Customer Success processes, workflows, and playbooks from an early-stage foundation.
• Develop support operations, including ticket management, escalation processes, and knowledge resources.
• Identify opportunities to use AI and automation to create a scalable customer experience.
• Review the Customer Success and support tooling stack and create a voice-of-customer feedback loop across product, clinical, and marketing teams.

Requirements

• At least three years of experience in Customer Success, Customer Experience, or a similar customer-focused role.
• Experience working in a startup or early-stage environment.
• Experience with a D2C, B2C, or subscription-based product.
• Experience improving or building customer journeys, processes, and playbooks.
• Strong understanding of retention, churn, engagement, and customer lifetime value.
• Hands-on experience with Customer Success, support, or ticketing platforms, plus an interest in AI and automation.

Nice to have

• Experience building a Customer Success function from the ground up.

Culture & Benefits

• Autonomy to establish Customer Success practices and introduce new tools and ways of working.
• Direct access to AI expertise.
• Meaningful equity.
• Opportunity to progress into Customer Success leadership and build a team as the company expands internationally.
• Work on a health and wellbeing product with customers across the UK and US.