Team Lead, Customer Success (AI)

Location: Sydney, Australia — hybrid, with three days per week in the office

Applicants must hold valid working rights in Australia. Visa sponsorship is not available.

Company

hirify.global provides a unified IT operations platform for endpoint management, patching, backup, and remote access, serving more than 40,000 customers in over 140 countries.

What you will do

• Lead, hire, mentor, and develop a team of six Customer Success Managers.
• Set KPIs and performance targets, conduct reviews, and create development plans.
• Own Net Dollar Retention, forecasting accuracy, and quota accountability across the team’s customer portfolio.
• Support complex customer scenarios across process, product, channels, and billing.
• Drive adoption of AI tools to reduce administrative work and increase customer-facing capacity.
• Partner with the Customer Success Manager to evolve the team’s operating framework as the organization scales.

Requirements

• 2–4 years of experience managing a team and coaching representatives to achieve targets.
• Experience in an IT-adjacent field such as data, observability, endpoint management, or consulting services.
• Mandatory hands-on experience with Salesforce.
• Strong operational, analytical, consultative, communication, and objection-handling skills.
• Experience with process management, forecasting rigor, quota accountability, and root-cause analysis.
• Ability to work closely with the team in a growing and evolving environment.

Nice to have

• Experience with Tableau, Gainsight, Staircase, or similar AI-driven customer success tools.

Culture & Benefits

• Collaborative, kind, and curious work environment.
• Hybrid workplace with free lunches in the office throughout the week.
• Growth and advancement opportunities across APAC.
• Access to a training platform for professional development.
• Collaboration with an international workforce.