Customer Success Manager (SaaS/ERP)

Location: Hybrid, Sydney, Australia; other location: Melbourne, Australia. The role includes travel to customer meetings and on-site events across Australia and New Zealand.

Company

hirify.global develops data, AI, and cognitive ERP software for businesses across essential industries and operates as a global workplace.

What you will do

• Manage a portfolio of approximately 80 key accounts across Australia and New Zealand representing $5M AUD in ARR.
• Build relationships with executive and operational stakeholders in Senior Living and Manufacturing organizations and act as the primary post-sale contact.
• Help customers maximize the value of hirify.global Senior Living and Kinetic products while monitoring customer health, engagement, retention, and renewal risks.
• Identify expansion, cross-sell, and upsell opportunities; conduct business reviews and provide strategic recommendations.
• Coordinate with Product, Engineering, Support, and Technical teams to resolve escalations, relay customer feedback, and advocate for relevant product enhancements.
• Manage renewals, negotiate contract terms, stay current with industry and product developments, and attend on-site customer events as needed.

Requirements

• Bachelor’s degree or equivalent practical experience in Business, Computer Science, Information Systems, or a related field.
• 5+ years of experience in customer success, account management, or related customer-facing roles, preferably in SaaS and/or enterprise software.
• Strong understanding of SaaS and on-premise software models, licensing, and customer lifecycle management.
• Exceptional written and verbal communication, interpersonal, and presentation skills, with the ability to build relationships with stakeholders at all organizational levels.
• Comfort using CRM systems, customer reporting, and analytics tools.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Analytical thinking, problem-solving skills, attention to detail, high energy, a positive attitude, and a strong work ethic.
• Willingness to travel as needed for customer meetings and events.

Nice to have

• Experience with hirify.global Senior Living, Kinetic, or other ERP and enterprise software solutions.
• Experience with complex enterprise deployments, integrations, or migrations across SaaS and on-premise environments.
• Certifications relevant to Customer Success, Project Management, or Software Sales.
• Experience supporting customers in Australia and New Zealand or working across the ANZ market.

Culture & Benefits

• Health and wellness benefits.
• Mentorship, continuing education, internal mobility, and career goal-setting opportunities.
• LinkedIn Learning licenses and a mentoring program.
• Geographically specific education support programs.
• Inclusive global workplace with work-life balance policies and support for international relocations and permanent residency processes.