Customer Success Manager (AI)

Location: Sydney, Australia

Company

hirify.global is a global information and analytics business supporting scientific research, healthcare, education, and clinical practice through publishing, data, analytics, and digital solutions.

What you will do

• Onboard customers, provide enablement, and drive value realization across Solutions and Research Sales portfolios.
• Build trusted customer relationships, develop champions, gather feedback, and address organizational requirements.
• Deliver tailored value stories, demonstrate ROI, and improve customer engagement, satisfaction, and adoption.
• Support retention and renewals by collaborating with Sales and advocating for solution value.
• Identify cross-sell and upsell opportunities through customer data, ambitions, and personalized insights.
• Deliver online and face-to-face training, product demonstrations, and workshops while collaborating with Account Managers, support functions, product teams, and technical onboarding teams.

Requirements

• University degree.
• Minimum 3 years of experience in a Digital Customer Success Manager role and/or in customer engagement and driving customer adoption.
• Experience with products in the portfolio or similar products.
• Fluency in English.
• Comfort working in an international matrixed organization.
• Self-starter with strong organization, initiative, and problem-solving skills.
• Project management skills and strong engaging presentation skills for virtual and face-to-face audiences of different sizes.
• Technology fluency, troubleshooting ability, and relevant product knowledge plus basic or general knowledge of the wider hirify.global portfolio.
• Influencing skills at executive and end-user levels, and fluency with the Microsoft product suite.

Nice to have

• SaaS background.
• Gainsight and AI experience.
• Background in customer engagement and driving customer adoption.

Culture & Benefits

• Flexible working arrangements supporting work-life balance.
• Well-being initiatives and country-specific benefits.
• Shared parental leave, study assistance, and sabbaticals.
• Long Service Award.
• Access to learning and development resources.