Senior Customer Success Manager, Commercial (SaaS)

Location: Sydney, Australia; hybrid, with three days a week in the Sydney office

Company

hirify.global builds a Trust Management Platform that helps software companies continuously monitor, improve, and prove their security and compliance.

What you will do

• Guide upmarket customers through onboarding, implementation, product adoption, and value-driven success.
• Manage a strategic book of business across industries, functions, and customer journey stages.
• Monitor customer health, prioritize accounts, flag risks, identify expansion opportunities, and support retention.
• Help customers achieve compliance through hirify.global’s SOC 2, ISO 27001, GDPR, HIPAA, USDP, Custom Frameworks, Trust Reports, and Risk Management solutions.
• Provide technical guidance, coordinate issue resolution with Support, and collaborate with specialized teams.
• Represent customer feedback cross-functionally and partner with Product and Customer Success teams on adoption and retention initiatives.

Requirements

• 6+ years of Customer Success experience at a SaaS company.
• Experience managing a strategic book of business and achieving retention targets.
• Proven track record of long-term customer retention and creating healthy customer relationships.
• Clear, thoughtful communication, strong critical thinking, and problem-solving skills.
• Ability to collaborate, drive mutually beneficial outcomes, and work effectively in an ambiguous, changing environment.
• Self-motivated, curious, action-oriented, empathetic, and committed to continuous improvement.
• Ability to use AI in daily work, experiment to build fluency, and apply sound judgment to maintain quality.

Nice to have

• Experience in the security or compliance industry.
• Experience working in a startup environment and making an early impact.

Culture & Benefits

• Industry-competitive salary and equity.
• Healthcare stipend for the employee and dependents, plus a health and wellness stipend.
• 16 weeks of paid parental leave for all new parents.
• Remote workspace, internet, cellphone, and commuter stipends.
• 20 days of annual leave and 9 company-paid holidays.
• Virtual team-building activities, lunch and learns, and company-wide events.

Hiring process

• Referred candidates must contact the referring person so that person can apply on their behalf.