Customer Success Management Principal (Travel Sellers)

Location: Hybrid, Sydney, New South Wales, Australia; Melbourne, Australia also available

Company

hirify.global provides technology and solutions for the travel industry.

What you will do

• Partner with strategic travel agency customers to define success goals, KPIs, stakeholder maps, and customer success plans.
• Coordinate internal teams during implementation and lead final go-live meetings with customer administrators and decision-makers.
• Monitor adoption metrics during the first 90 days and provide resources to increase usage.
• Review customer health through regular metrics analysis and monthly, mid-year, and annual business reviews.
• Coordinate responses to technical challenges by engaging relevant experts and keeping customers informed.
• Identify expansion opportunities and support Account Managers with renewals and account growth.

Requirements

• Based in Australia to support strategic Travel Agency customers.
• Experience in the travel industry, including air travel or flights; API and web services experience is desirable.
• Experience with significant customer interaction and understanding of customer needs and business drivers.
• Previous experience as an Account Manager, Delivery Manager, Customer Care, Product Manager, IT Account Manager, or in a similar role.
• Bachelor's degree in business or a related field.
• Proficiency in Microsoft Office, Salesforce.com, Qlik, and Tableau.

Culture & Benefits

• Hybrid work arrangement in Australia.
• Inclusive workplace focused on belonging, fair treatment, and equal opportunity.
• Accessible recruitment process with consideration for qualified candidates from all backgrounds.
• Employment is subject to satisfactory completion of a National Coordinated Criminal History Check.