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Role Description

As we scale, we don’t just need more conversations - we need a smarter system. Customer Success at JobHire.AI is evolving from a purely manual support layer into a hybrid human + automation engine that drives activation and retention revenue. We’re looking for a Customer Success Manager who can operate on two levels:

• 50% hands-on: talking to users, diagnosing friction, running human recovery.
• 50% system-building: automating recovery flows, improving Intercom logic, launching lifecycle campaigns, and continuously optimizing retention funnels.

This is not a “senior agent” role. This is a builder role.

What you’ll do:

1. Operate in the field (Customer-facing layer):
   • Run high-impact conversations via chat and calls with at-risk or high-value users.
   • Lead complex human recovery cases.
   • Identify root causes of churn, dissatisfaction, and low activation.
   • Gather structured feedback and convert insights into product/UX improvements.
2. Build the recovery & activation system (Automation layer):
   • Design and optimize automated onboarding & recovery flows.
   • Launch behavioral lifecycle campaigns (low activity, no interviews, etc.).
   • Configure and improve Intercom campaigns, triggers, segmentation, tagging.
   • Improve messaging clarity, positioning, and perceived value.
   • Experiment with A/B testing in activation and recovery funnels.
   • Use light no-code / low-code tools and AI (LLMs, prompt design, vibe coding) to improve workflows.
   • Turn manual patterns into scalable automation.

Key success metrics for the candidate:

• Activation rate: % of users who fully complete their profile within the first week. Target: 95%+
• Early-stage retention rate: % of at-risk users during the first week who remain active after Customer Success interaction. Target: 20%
• Additional product conversion: % of users who purchase resume review or other paid add-ons after interaction. Target: 20%
• Reduction in manual workload per recovered user.

Qualifications

• 3+ years of experience in customer success, sales, account management, or support-driven sales with US-based customers.
• Fluent English and Russian.
• Ability to work 40 hours per week in the USA time zone or USA+EU.
• Comfortable working proactively, not waiting for tickets.
• Strong persuasion, negotiation, and objection-handling skills.
• Data-driven mindset: you care about conversion, retention, and unit economics.
• Comfortable working with daily targets, funnels, and KPIs.
• High-speed internet connection (VPN-free).

Benefits

• JobHire.AI is mission-driven, fast-moving, and profitable.
• You’ll shape the experience of a product that directly improves people’s careers and lives.
• Brilliant team of the strongest A players from McKinsey, Nexters, Gett, Glovo.
• Remote work - work/life balance.
• Competitive package.
• 38 days Off (vacation + local holidays) and sick leave.
• You’ll have massive ownership and leverage from day one - ownership/freedom.