Customer Success Manager (SaaS)

Location: Based in the hirify.global Jakarta office, Indonesia

Company

hirify.global provides SaaS communications and customer experience solutions that connect customers and teams globally.

What you will do

• Own post-sale relationships for an assigned portfolio from go-live onward.
• Develop and continuously update customer success plans covering KPIs, milestones, health metrics, and expansion opportunities.
• Quantify ROI, achieved outcomes, cost savings, delivery improvements, conversion uplift, and time savings for renewals and business reviews.
• Monitor platform usage, identify underutilized capabilities, and execute targeted adoption and retention programs.
• Build multi-threaded relationships with customer stakeholders and advise enterprise clients, including C-level executives.
• Represent the customer internally, coordinate cross-functional resources, and identify organic upsell opportunities.

Requirements

• Direct, verifiable enterprise-level customer success experience.
• Proven success exceeding sales and customer satisfaction goals.
• Experience using AI-enabled tools to improve efficiency, problem-solving, and collaboration.
• Technical expertise combined with sales acumen, analytical ability, and strong problem-solving skills.
• Strong written, verbal, and presentation skills, with experience influencing internal and customer resources.
• SaaS experience is required; a bachelor’s degree or equivalent education and relevant experience is expected.

Nice to have

• Experience in video, contact center, or web collaboration products.

Culture & Benefits

• Fast-paced and dynamic customer success environment.
• Focus on long-term, profitable customer relationships and measurable business impact.
• Equal employment opportunity and reasonable accommodation support.