Customer Success Manager (AI Employee Experience)

TL;DR

Customer Success Manager (AI Employee Experience): Managing and growing a portfolio of enterprise and corporate customers across APAC, focusing on retention and expansion for an AI-native Employee Experience Platform. Focus on building strong executive relationships, driving ROI, and identifying strategic upsell and cross-sell opportunities.

Location: Hybrid in Sydney, Australia. Candidates must hold valid work authorization for Australia.

Company

hirify.global is a Unicorn company creating an AI-native Employee Experience Platform, headquartered in Germany and NYC with offices globally, serving over 2,000 customers worldwide.

What you will do

• Own customer renewals and retention for a defined portfolio of corporate and enterprise clients across APAC.
• Proactively manage renewal risk by identifying early warning signals and executing mitigation plans.
• Partner with Account Executives to drive account expansion through identifying and influencing upsell/cross-sell opportunities.
• Build and maintain strong, trusted relationships with senior and executive stakeholders (C-suite, CHRO, CIO).
• Lead Executive Business Reviews (EBRs) focusing on outcomes, ROI, adoption maturity, and future-state planning.
• Translate customer strategy into clear adoption, enablement, and growth plans, ensuring value articulation.

Requirements

• 3+ years of working experience in Customer Success, Account Management, Consulting, or Strategic Account roles within B2B SaaS.
• Demonstrated accountability for renewals, retention, or revenue outcomes.
• Strong executive presence and ability to influence senior stakeholders.
• Commercial mindset, balancing customer advocacy with revenue responsibility.
• High product aptitude and ability to quickly master complex platforms.
• Must hold valid work authorization for Australia; sponsorship is not available.

Nice to have

• Experience in Internal Communications.
• Familiarity with Salesforce and Gainsight.

Culture & Benefits

• Competitive Compensation, including an Employee Stock Option Plan.
• Flexible working time models and hybrid work options with a yearly flex work allowance (2400 AUD).
• 30 days of annual vacation plus a 4-day work week every August with full pay.
• Support for private health insurance and 12 weeks of paid parental leave.
• Regular team and office events, including the yearly hirify.global Camp.
• One Volunteers Day off per year for social projects, with an additional company donation.