Customer Success Manager (Strategic Accounts)

Location: Hybrid in Macquarie Park, Australia, with attendance required 8 days per month; applicants may be required to attend onsite interviews at a hirify.global office.

Company

hirify.global is a global software and information services organization serving professional and enterprise customers.

What you will do

• Manage a portfolio of strategic enterprise customers across Australia and New Zealand as the primary relationship owner and customer advocate.
• Build trusted relationships with executive sponsors, senior stakeholders, and decision-makers, and lead Executive Business Reviews and strategic account reviews.
• Develop customer success and account growth plans aligned with customer objectives, adoption, value realization, retention, renewals, and revenue growth.
• Monitor customer health, identify risks, implement mitigation plans, and support Gross Revenue Retention and Net Revenue Retention targets.
• Identify expansion, upsell, and cross-sell opportunities and support renewal and commercial discussions with Sales and Account Executives.
• Coordinate with Sales, Product, Professional Services, Support, and Marketing while maintaining account plans, engagement records, renewal forecasts, and CRM opportunity pipelines.

Requirements

• 5+ years of experience in Customer Success, Strategic Account Management, Enterprise Account Management, or related customer-facing roles.
• Proven success managing large, complex enterprise or strategic accounts.
• Experience building relationships with senior stakeholders, including Director, VP, and C-level executives.
• Strong customer success background with demonstrated success driving retention, adoption, and customer outcomes.
• Commercial experience supporting renewals, account growth, upsell, and cross-sell initiatives.
• Experience in SaaS, software, information services, legal technology, tax and accounting technology, governance, risk and compliance, regulatory technology, or related industries.
• Strong consultative selling, stakeholder management, and strategic planning skills.
• Exceptional communication, presentation, and executive engagement capabilities.

Culture & Benefits

• Inclusive culture focused on attracting, developing, and retaining diverse, high-performing talent.
• Flexible working arrangements, including hybrid working and Work from Anywhere benefits.
• Learning and development opportunities.
• Health and wellness programs.
• Parental leave benefits exceeding legislative requirements.
• Opportunity to work within a global organization with experienced leaders.

Hiring process

• Interviews assess individual skills, experience, communication style, and authenticity.
• Interviews may include in-person participation without AI tools, external prompts, or virtual backgrounds.
• Applicants may be required to attend onsite interviews at a hirify.global office.