Manager, Customer Success (AI SaaS)

Location: Melbourne, Australia. Melbourne CBD office attendance is part of the role.

Company

hirify.global provides AI-powered employees and conversational tools that help local businesses capture leads, increase revenue, and retain customers across automotive, home services, and aesthetics.

What you will do

• Lead, coach, and develop a team of SMB Customer Success Managers managing high-volume customer portfolios.
• Own team performance across retention, product adoption, customer health, onboarding time-to-value, and expansion.
• Run 1:1s, portfolio reviews, pipeline reviews, performance conversations, and career development discussions.
• Monitor customer health, identify retention risks, and guide effective save and success plans.
• Design and scale playbooks, segmentation, tech-touch engagement, and automated customer processes.
• Partner with Sales, Support, Product, and Marketing while forecasting renewals and reporting insights to senior leadership.

Requirements

• 4+ years of experience in Customer Success, Account Management, or Customer Experience within a SaaS or technology business.
• At least 1 year of experience leading or mentoring a team.
• Experience managing a high-volume book of business with responsibility for retention, adoption, and customer engagement.
• Proven ability to coach people, build high-performing teams, forecast renewals, and address churn risks.
• Strong communication, presentation, organisation, commercial awareness, and data-driven problem-solving skills.
• Experience with CRM or Customer Success platforms such as Salesforce, HubSpot, or Gainsight is highly regarded.

Culture & Benefits

• Open and transparent culture with a high-performing team.
• Opportunities for career growth in a growing Australian operation.
• Work on AI technology at the leading edge of the industry.
• Health and wellbeing allowance of $650 per month.
• Four weeks of annual leave, stocked snacks and drinks, and catered lunch during the last week of each month.
• Melbourne CBD office with end-of-trip facilities and bike storage.