Enterprise Customer Success Manager (SaaS)

Location: Sydney, Australia; this position is located in Sydney.

Company

hirify.global provides an AI-first hybrid observability platform for on-premises, cloud, and edge environments, helping IT and business leaders monitor infrastructure, anticipate issues, optimize resources, and improve digital experiences.

What you will do

• Guide enterprise customers through implementation, onboarding, initial training, best practices, and the first 90 days of platform adoption.
• Build trusted-advisor relationships, establish account meeting cadences, conduct business reviews, and promote customer participation in webinars, roadshows, and product feedback.
• Drive retention through proactive health checks, customer value activities, issue identification, escalation management, and support during critical situations and outages.
• Coordinate with Account Executives and Solution Architects to identify expansion opportunities, develop growth plans, and recommend services for deployments and maintenance.
• Support subscription renewals, remediation of past-due balances, professional services engagements, and timely project completion.

Requirements

• 5+ years of experience in account management, customer success, customer support, or technical product training and value articulation, preferably at an IT SaaS company.
• Intermediate knowledge of IT infrastructure concepts, including Windows/Mac, cloud computing, networking, and infrastructure monitoring.
• Experience developing comprehensive success plans aligned with customers’ overall business objectives.
• Experience handling unfamiliar situations, de-escalating critical issues, and positioning clients for success with minimal managerial support.
• Ability to work in a fast-paced, dynamic environment during significant growth.
• Willingness to travel 1–2 times per quarter.
• Bachelor’s degree preferred, particularly in computer science, computer information systems, or another technical field.

Culture & Benefits

• Work from the Sydney Center of Energy, a hub for productivity, collaboration, creativity, and team connection.
• Culture built around trust, customer obsession, agility, continuous improvement, performance, and recognition.
• Inclusive workplace committed to equal opportunity, accessibility, and consideration of qualified applicants without discrimination.
• Applicants may opt out of AI-assisted application review while retaining human review of their application.