CSS Lead (Customer Success)

TL;DR

Customer Success Lead: Owning retention and expansion outcomes for hirify.global’s recurring customer base in Hong Kong and Australia with an accent on improving NRR performance and reducing churn. Focus on driving a high-performance culture, ensuring disciplined execution of renewal and upsell playbooks, and solving customer issues cross-functionally.

Location: Hybrid (2-3 days WFH). Candidates must have experience in Australia and/or Hong Kong.

Company

hirify.global is a fast-growing, tech-enabled startup leveraging proprietary software and AI to simplify back-office operations for micro SMEs.

What you will do

• Improve Net Revenue Retention (NRR) in Hong Kong and Australia through disciplined renewals and expansion.
• Reduce customer churn via proactive engagement and improved renewal conversion.
• Drive a high-performance culture within the Customer Success team, providing consistent coaching.
• Ensure consistent execution of renewals, upsell, and upgrade playbooks across customer segments.
• Maintain high customer satisfaction and resolve issues cross-functionally to protect retention.
• Work with Product, Tech, Data, and Service Delivery teams to address market-specific bottlenecks and improve efficiency.

Requirements

• 10+ years of experience in Customer Success, Renewals, Account Management, or revenue-generating roles with quota/target ownership.
• Strong people leadership experience, managing teams of 5+ ICs, including coaching and performance management.
• Experience and deep customer, cultural, and market knowledge in Australia and/or Hong Kong.
• Demonstrated strong stakeholder management skills and ability to lead change.
• Analytical mindset, comfortable with KPIs and execution tracking.
• Proven track record embodying ownership, humility, structured thinking, data-driven decision-making, and ability to have tough conversations positively.

Culture & Benefits

• Culture of humility, kindness, diversity, and inclusivity.
• Flexible working arrangements including 2-3 days work from home per week and 1 month fully remote work from anywhere globally annually.
• Competitive market salaries, generous paid time off, and flexi benefits for home office/health/fitness.
• Opportunity for employee share ownership plan for eligible staff.
• Significant responsibility, autonomy, and personal growth opportunities including internal/external training programs and exposure to AI excellence.
• Proudly certified B Corp committed to building a force for good.

Hiring process

• Interview stages include a screening call, case study, technical round, and behavioral fit assessment.
• Non-binding offer followed by reference checks.
• Background screening is required due to regulated entity status.