SMB Customer Success Manager (SaaS)

Location: Sydney office, hybrid with 2–3 in-office days and remote work the rest of the week

Compensation: OTE AU$100,000 including superannuation; base salary AU$90,000 including superannuation, plus AU$10,000 commission and equity options.

Company

hirify.global builds software for construction, infrastructure, and industrial companies, including Dashpivot, a platform for digitising field workflows.

What you will do

• Manage a portfolio of SMB customers as the primary post-sale contact, building trusted relationships and supporting customer outcomes.
• Run onboarding and activation by creating success plans, configuring accounts, training users, and guiding customers to their first results.
• Recommend best-practice workflows and drive adoption through proactive check-ins, enablement, education, and in-app guidance.
• Monitor account health, usage, sentiment, and churn risks, taking early action to improve retention.
• Identify expansion opportunities and pass qualified signals to the Account Management team.
• Share customer feedback and recurring pain points with Sales, Support, and Product, while maintaining accurate Salesforce records and follow-ups.

Requirements

• Customer-facing experience in account management, support, operations, hospitality, administration, retail leadership, or a similar area.
• Clear written and verbal communication, including the ability to lead customer calls and document next steps.
• Strong prioritisation, time management, problem-solving, critical thinking, and attention to detail.
• Consultative mindset with the ability to understand customer goals and recommend practical workflows.
• Comfort with structured processes, SOPs, accountability, and proactive portfolio management.
• Basic commercial awareness of customer value, adoption, and retention.

Nice to have

• Experience in SaaS or technology, especially support, onboarding, customer success, sales, or implementation.
• Experience with customer health signals, renewals, expansion, reporting, or dashboards.
• Exposure to construction, trades, field operations, heavy industry, or similar practical environments.
• Experience collaborating with Sales, Support, and Product.
• Technical aptitude and familiarity with Microsoft Office Suite, Slack, Salesforce, Front, Confluence, Loom, and video conferencing tools.

Culture & Benefits

• Performance-based remuneration with equity options.
• 20 days of paid annual leave, plus sick, carer’s, compassionate, and parental leave.
• Professional learning and development budget with transparent career plans.
• Laptop and home office setup budget.
• Flexible hybrid work, with the option to work from anywhere for several weeks each year.
• Weekly catered lunches, global offsites, and Sydney HQ facilities including a rooftop garden, wellness centre, showers, and cycle storage.