Principal Customer Success Manager

Location: Singapore; applicants must be Singapore Citizens or Permanent Residents. The role includes site visits, in-person customer workshops, and travel of up to 25%.

Company

hirify.global is a global information management company developing solutions for digital transformation, content management, customer communication, and AI-enabled knowledge work.

What you will do

• Own the overall customer relationship for hirify.global Managed Services accounts and act as a trusted advisor to customer stakeholders.
• Oversee customer success through status calls, SLA reporting, business reviews, issue tracking, and cross-functional coordination.
• Drive adoption, success planning, customer value, account growth, and expansion of the hirify.global footprint.
• Run customer success and design thinking workshops, documenting business goals, success metrics, and outcomes.
• Manage customer journeys, governance models, service health, and proactive escalation prevention.
• Lead communication and resolution for high-impact incidents, including root-cause analysis and corrective action plans.

Requirements

• Bachelor’s degree in a technical or business discipline, or equivalent experience.
• At least 5 years of experience in customer success, consulting, program management, or similar customer ownership roles.
• Experience with SaaS content management and/or customer communication management managed solutions.
• Strong client focus with the ability to represent hirify.global to senior customer executives and build long-term stakeholder relationships.
• Knowledge of customer success metrics and their interpretation; strong interpersonal and emotional intelligence skills.
• Must be a Singapore Citizen or Permanent Resident; willingness to travel up to 25% is required.

Nice to have

• AI knowledge, studies, practical know-how, or experience applying AI-based tools in the workplace.
• ITIL, project management, or program management certifications.

Culture & Benefits

• Work in an AI-first, human-centered information management environment.
• Collaborate with support, sales, product management, and other internal teams.
• Participate in customer workshops, executive business reviews, and strategic success programs.
• Contribute to an inclusive workplace focused on collaboration, innovation, and personal growth.