Customer Experience Manager (AI)

Location: Hybrid role based out of the Somerville, Massachusetts office, United States

Salary: $60,000–$68,000 USD per year, based on qualifications and experience.

Company

hirify.global provides AI and data analytics solutions for identity intelligence and risk operations for government and commercial organizations.

What you will do

• Support customers from initial onboarding through the full product lifecycle and help maximize the value of hirify.global products.
• Provide hands-on L1 support through CRM, email, and phone while coordinating issue resolution with cross-functional teams.
• Build relationships with key customers, understand their businesses, and communicate their needs to product and development teams.
• Assist with customer configuration, onboarding, training, and the development of customer success resources.
• Collaborate with Sales to identify expansion, growth, and partnership opportunities.
• Track customer satisfaction metrics and improve customer success processes and systems.

Requirements

• Bachelor’s degree in a relevant field such as Business, Computer Engineering, or Customer Experience Management.
• At least 1 year of experience in customer support or another customer-facing role.
• Strong communication, interpersonal, problem-solving, and critical-thinking skills.
• Ability to build customer relationships and collaborate effectively across teams.
• Experience with customer feedback or survey tools such as GetFeedback and CRM software such as Salesforce.
• Availability for some evening and weekend coverage.

Nice to have

• Technical knowledge of APIs, Elasticsearch, or Python.
• Understanding of the Agile software development lifecycle.

Culture & Benefits

• Medical, dental, vision, life, and disability insurance, with the company covering 85–100% of monthly premiums for employees and families.
• Traditional and Roth 401(k) retirement plans with a competitive company match.
• Unlimited flexible leave and 12 paid federal holidays.
• Tuition reimbursement for continuing education.