Senior Customer Success Manager (AI)

Location: Remote, Australia

Company

hirify.global provides AI-native skills management, digital learning, skills intelligence, and workforce insights to enterprise organizations.

What you will do

• Advise learning, talent, HR, and business leaders on skills development and workforce transformation priorities.
• Create and maintain customer success plans covering onboarding, adoption, value realization, expansion readiness, and renewal.
• Guide implementation, launch, promotion, adoption, optimization, platform evolution, and AI-enabled learning experiences.
• Analyze engagement, adoption, skills, and business outcome data to produce actionable insights and demonstrate customer value.
• Own customer health, identify adoption barriers and churn risks, and coordinate mitigation, retention, renewal, and expansion activities with Sales.
• Orchestrate execution across Sales, Solutions, Product, Professional Services, Support, and other internal teams while communicating customer feedback.

Requirements

• 8+ years of experience in Customer Success, account management, consulting, Sales, or Professional Services in enterprise software, digital learning, talent, or HR technology, together with a Bachelor's degree in business, education, or a related field, or equivalent professional experience.
• Experience managing a high-volume portfolio of 30+ enterprise customers and up to $7m in business within an assigned territory.
• Experience advising senior leaders and executives on learning, talent, workforce upskilling, organizational capability, or business transformation priorities.
• Strong understanding of digital learning, skills development, learning strategy, talent management, skills taxonomies, and competency development.
• Ability to interpret engagement, adoption, skills, and business outcome data and turn it into concise value stories and practical recommendations.
• Commercial acumen, including identifying growth signals, influencing account strategy, and supporting retention and expansion outcomes.
• Strong executive communication, consulting, facilitation, presentation, and relationship-management skills.
• Project and stakeholder management skills, with the ability to prioritize across a complex customer portfolio and follow through effectively.
• Critical thinking, problem-solving, decision-making, and adaptability across changing customer strategies, platform capabilities, team relationships, and organizational priorities.

Nice to have

• Experience with Salesforce CRM and ChurnZero or equivalent customer-success platforms.
• Working knowledge of technology and developer skills, current AI trends, and their relevance to workforce development.
• Advanced PowerPoint and Excel skills, with proficiency in Word and Outlook.
• Experience working across distributed teams and engaging customers and internal stakeholders across ANZ.

Culture & Benefits

• Work remotely from Australia.
• Values include leadership, learning, success, teamwork, openness, respect, curiosity, and agility.
• Role emphasizes measurable customer outcomes, sustained adoption, executive sponsorship, proactive risk management, renewal readiness, and qualified growth opportunities.