Customer Success Manager (EdTech)

Location: Hybrid, based out of Melbourne, Australia

Company

hirify.global is a cloud company developing Brightspace, an education technology platform that supports personalized learning and the transformation of education and the Future of Work.

What you will do

• Partner strategically with customers to create and evolve success and adoption plans aligned with institutional and business goals.
• Drive Brightspace adoption, value realization, platform maturity, and measurable customer outcomes.
• Assess customer health, identify risks, influence corrective actions, reduce churn, and strengthen long-term success.
• Lead customer communication, enablement, and facilitation for end users, administrators, and key stakeholders.
• Collaborate with Account Managers, Sales, Product, Support, and Engineering on executive alignment, QBRs, roadmap priorities, and service improvements.
• Translate customer feedback, product usage gaps, industry trends, and best practices into retention, engagement, and customer lifetime value improvements.

Requirements

• Bachelor’s degree in Business, Education, Learning & Development, Information Systems, or a related field, or equivalent practical experience.
• 5+ years of experience in Customer Success, Account Management, Consulting, or Program Management in SaaS.
• Deep Brightspace and education technology knowledge, with the ability to coach users and administrators toward outcome-driven adoption.
• Experience designing and executing adoption strategies aligned with customer goals, measurable outcomes, and long-term value.
• Ability to facilitate enablement, support change, align stakeholders, and improve platform maturity.
• Ability to use data, customer health indicators, and insights to manage risk and strengthen customer outcomes.
• Ability to collaborate cross-functionally and translate customer insights into action.

Culture & Benefits

• Flexible work arrangements within the hybrid Melbourne-based role.
• Learning and growth opportunities, including tuition reimbursement of up to $4,000 CAD through the SkillsWave Program and two paid days for related exams or final assignments.
• Employee wellbeing support, including mental health services, an EFAP program, and financial planning.
• Retirement planning, competitive benefits, home internet reimbursement, wellness reimbursement, and two paid volunteer days.
• Employee recognition, referral programs, social events, and dog-friendly office spaces.
• Inclusive, equal-opportunity work environment with confidential accessibility support during recruitment.

Hiring process

• Applications are personally reviewed by a member of the Talent Acquisition team.
• Applicants are encouraged to apply even if they do not meet every listed qualification.