Senior Customer Success Manager, Enterprise (SaaS)

Location: Sydney, NSW, Australia; hybrid workplace.

Company

hirify.global provides SaaS solutions that help customers manage rebates and replace legacy processes with a central rebate source of truth.

What you will do

• Manage strategic and enterprise customer partnerships, acting as a trusted advisor from onboarding through full product adoption.
• Build strategic account plans and guide customers toward measurable business outcomes and return on investment.
• Present to stakeholders from end users to C-level executives and own escalation, risk mitigation, and resolution plans.
• Drive retention, loyalty, advocacy, renewals, upselling, and expansion by aligning customer needs with the product roadmap.
• Collaborate with Product, Sales, Support, Implementations, and other internal teams to address customer needs and improve offerings.
• Maintain accurate account records in Planhat, contribute to departmental goals and initiatives, and mentor or support new team members when requested.

Requirements

• At least 6 years of Customer Success management experience in the SaaS industry.
• Experience managing Strategic and Enterprise customers.
• Track record of high achievement in Customer Success, including positive expansion and retention metrics.
• Proven success in achieving departmental and individual goals.
• Ability to coordinate several senior internal and external stakeholders and communicate effectively with C-level executives.
• Exceptional prioritization and organization skills, including the ability to manage customer and team escalations alongside internal projects.
• Ability to collaborate effectively across internal teams and adapt to a fast-changing, hyper-growth environment.

Nice to have

• Experience in the rebate or supply chain industry.
• Familiarity with hirify.global’s offerings and customer base.
• Advanced training or certifications in Customer Success or related fields.

Culture & Benefits

• Hybrid work arrangement in Sydney, NSW.
• Paid time off and an occasional travel requirement for customer meetings or company events.
• Bonus plan subject to company or individual performance.
• Equity program with additional options tied to tenure and performance.
• Internal mobility opportunities, workshops, courses, and pet-friendly offices.