Customer Success Lead (SaaS)

Location: Sydney CBD, hybrid — Monday to Thursday in the office and Friday from home

Company

hirify.global builds AI-powered eCommerce products that enrich merchant catalogues, interpret customer reviews, and improve product discovery across existing commerce tools.

What you will do

• Define and run the Customer Success strategy across APAC for enterprise and mid-market clients.
• Manage top-tier accounts and set standards for engagement, escalation, and strategic alignment.
• Build onboarding, adoption, and retention frameworks in Vitally.io.
• Advise executive stakeholders by connecting business outcomes with product capabilities.
• Partner with Sales and Marketing on upsell and cross-sell initiatives that improve Net Revenue Retention.
• Identify at-risk accounts, analyze usage and feedback, and provide reporting that informs strategy and the product roadmap.

Requirements

• 4+ years of experience in Customer Success or Account Management, ideally in SaaS.
• Demonstrated success leading Customer Success initiatives with measurable results.
• Strong analytical and strategic thinking.
• Clear, confident communication and the ability to build relationships quickly.
• Comfort working cross-functionally and independently managing projects.
• Ability to work from the Sydney CBD office Monday through Thursday.

Nice to have

• Experience with Vitally.io or a similar Customer Success platform.
• Enterprise or mid-market account experience in APAC.

Culture & Benefits

• Work with a global team across Australia, the UK, Germany, Vietnam, and the US.
• Paid birthday leave and an annual paid day for volunteering.
• Bonusly peer recognition with rewards linked to company values.
• Quarterly Clearer Together award with a funded five-night trip to a global office.
• Annual Stopover benefit funding a day with a local team while travelling near an office.
• Inclusive hiring process with interview adjustments available on request.