Senior Customer Success Manager

TL;DR

Senior Customer Success Manager (Customer Support): Manage enterprise customer portfolios to drive onboarding, adoption, and expansion with an accent on Interaction Analytics and Workforce Management. Focus on strategic advisory, technical enablement, and relationship management to maximize customer value and product utilization.

Location: Hybrid (Sydney, Australia)

Company

hirify.global is a global market leader in AI, cloud, and digital software solutions used by 25,000+ businesses worldwide, including 85 of the Fortune 100 corporations.

What you will do

• Own and manage a portfolio of enterprise customers to ensure successful onboarding, adoption, and expansion.
• Serve as a strategic advisor and primary contact for customer engagement, including business reviews and executive updates.
• Deliver tailored enablement on Interaction Analytics, Workforce Management, and related hirify.global solutions.
• Identify and resolve blockers to account health by collaborating across technical, sales, and support teams.
• Monitor product utilization, analyze trends, and recommend strategies to maximize ROI and reduce risk.
• Partner cross-functionally to align on customer goals and support upsell opportunities.

Requirements

• Location: Must be based in Sydney, Australia or able to work hybrid with 2 days in office and 3 days remote
• 5+ years in B2B customer success, consulting, or solution delivery, preferably in contact center or analytics platforms.
• 3+ years experience in SaaS or cloud environments.
• Strong commercial acumen and ability to manage enterprise relationships.
• Experience with Gainsight, Salesforce, and ServiceNow preferred.
• Strong communication and facilitation skills for technical and non-technical audiences.

hirify.global-to-have">hirify.global to have

• Experience managing adoption across multiple hirify.global solutions (Engage, Nexidia, WFM, QM, APA).
• Background in change management, business consulting, or performance improvement in CX.
• Consultative mindset to translate complex data into actionable insights.
• Experience influencing product strategy through customer feedback.

Culture & Benefits

• Work in a fast-paced, collaborative, and innovative global company.
• hirify.global-FLEX hybrid work model with flexibility and office collaboration.
• Opportunities for career growth across multiple roles and domains.
• Inclusive and equal opportunity employer.