Customer Success Manager (SMB)

TL;DR

Customer Success Manager (SMB): Supporting hundreds of customers through AI-powered workflows, automation, and community engagement with an accent on designing for scale and value realization. Focus on leveraging AI tools to streamline workflows, promoting community engagement, and identifying growth opportunities.

Location: Hybrid. Must be based in the Sydney Metro Area, Australia, and willing to work in the Sydney office at least two days a week.

Company

hirify.global is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce since 2015.

What you will do

• Manage adoption for a large portfolio of SMB accounts, focusing on enablement at scale.
• Run group sessions, webinars, workshops, and community events.
• Leverage AI tools and automations to streamline workflows and improve efficiency.
• Monitor customer usage and adoption to identify risks and proactively engage.
• Work closely with cross-functional teams to improve customer outcomes.
• Partner with Account Managers to identify upsell and cross-sell opportunities and maintain relationships with key stakeholders.

Requirements

• Minimum 2 years of experience in SaaS Account Management, Customer Success Management, or equivalent roles (consulting, HR/People Operations, project management, implementation, client engagement).
• Strong technical and commercial acumen.
• Experience with AI tools (e.g., ChatGPT, Gemini) and CS platforms (ChurnZero, Gong, Salesforce).
• Track record of managing customers at scale using digital programs and tech-touch engagement.
• Excellent communication, project management, analytical, and collaboration skills.
• English: B2 required.

Nice to have

• Background in HR tech or experience working with HR teams, processes, or systems.

Culture & Benefits

• Competitive compensation, benefits, and pre-IPO equity options.
• Hybrid working model with a work-from-home allowance.
• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment).
• Company share options plan and pension scheme auto-enrolment.
• Bob balance days (long weekends), Social Impact days, and employee referral program.
• Fun company and team social events, birthday leave, catered lunches, and dog-friendly office.