SMB Customer Success Manager (AI/SaaS)

Location: Hybrid role based in the Sydney office, with 2–3 days in the office and 2 work-from-home days each week

Compensation: OTE A$100,000 including superannuation, consisting of a base salary of A$90,000 and A$10,000 commission. Equity options are also offered.

Company

hirify.global builds software and AI agents for construction, engineering, manufacturing, and energy companies, helping field teams turn on-site activity into structured, auditable records.

What you will do

• Manage a portfolio of SMB customers as the primary post-sale contact.
• Run onboarding and activation by creating success plans, configuring accounts, training users, and guiding customers to early value.
• Recommend practical workflows for operational use cases across heavy industries.
• Drive adoption through proactive check-ins, enablement, customer education, and follow-up communications.
• Monitor usage, sentiment, and account risks, taking action to reduce churn and identify expansion opportunities.
• Share customer feedback and recurring pain points with Sales, Account Management, Support, and Product.

Requirements

• Customer-facing experience in account management, support, operations, hospitality, administration, retail leadership, or a similar field.
• Clear written and verbal communication, including leading customer calls and documenting next steps.
• Strong prioritisation, time management, organisation, and attention to detail.
• Problem-solving, critical-thinking, and consultative skills with the ability to recommend workflows.
• Comfort with structured processes, SOPs, accountability, and maintaining accurate records and follow-up tasks.
• Basic commercial awareness of retention, customer value, and product adoption.

Nice to have

• Experience in SaaS or technology, especially support, onboarding, customer success, sales, or implementation.
• Experience with construction, trades, field operations, heavy industry, or similar practical environments.
• Familiarity with customer health signals, retention, renewals, expansion, reporting, or dashboards.
• Experience collaborating with Sales, Support, and Product.
• Technical aptitude and the ability to learn software and explain workflows clearly.

Culture & Benefits

• Hybrid work arrangement with flexibility to work from anywhere for several weeks each year.
• 20 days of paid annual leave plus sick, carer’s, compassionate, and parental leave.
• Professional development budget and transparent career plans.
• Equity options, laptop and home-office setup budget, and performance-based remuneration.
• Weekly catered lunches, global offsites, and Sydney headquarters amenities including a rooftop garden, wellness centre, showers, and cycle storage.
• Transparent, high-velocity, inclusive environment with autonomy, clear processes, and performance-based career growth.

Hiring process

• The role is hired directly; agencies are not used.