SMB Customer Success Manager (AI)

Location: Hybrid role based in the Sydney office, with 2–3 days in the office and 2 work-from-home days each week. The role may be performed from anywhere for several weeks per year.

Salary: OTE AU$100,000 including superannuation, comprising a base salary of AU$90,000 and AU$10,000 commission.

Company

hirify.global builds software and AI agents for construction, engineering, manufacturing, and energy companies, helping field teams capture work and convert it into structured, auditable records.

What you will do

• Manage a portfolio of SMB customers as the primary post-sale contact.
• Run onboarding and activation, including success plans, account configuration, user training, and guidance toward early outcomes.
• Recommend practical workflows and drive adoption through proactive check-ins, education, and enablement.
• Monitor usage, sentiment, and account health to reduce churn risk and identify expansion signals.
• Share customer feedback and recurring pain points with Sales, Account Management, Support, and Product.
• Maintain accurate Salesforce records, meeting recaps, follow-up tasks, and action plans.

Requirements

• Customer-facing experience in account management, support, operations, hospitality, administration, retail leadership, or a similar area.
• Strong written and verbal communication, prioritisation, time management, problem-solving, and critical-thinking skills.
• Consultative approach to understanding customer goals and recommending workflows.
• Ability to follow structured processes, maintain accurate documentation, and take ownership of follow-ups.
• Resilience, learning agility, attention to detail, and basic commercial awareness of retention and customer value.
• Comfort using Microsoft Office Suite, Slack, Salesforce, Front, Confluence, Loom, and video-conferencing tools.

Nice to have

• Experience in SaaS or technology, customer health monitoring, retention, renewals, or expansion.
• Experience with construction, trades, field operations, heavy industry, or other practical environments.
• Experience collaborating with Sales, Support, and Product or working with reporting and dashboards.
• Familiarity with Excel, Intercom, Fathom, Power BI, Tableau, Trello, or Jira.

Culture & Benefits

• Transparent, high-velocity, autonomous environment focused on accountability, quality, and continuous improvement.
• Performance-based remuneration and equity options.
• 20 days of paid annual leave plus sick, carer’s, compassionate, and parental leave.
• Professional development budget, clear career plans, and laptop and home-office setup support.
• Hybrid work arrangement, catered weekly lunches, global offsites, and Sydney headquarters facilities.