Enterprise Customer Success Manager (SaaS)

TL;DR

Enterprise Customer Success Manager (SaaS): Helping enterprise customers turn research run through hirify.global into sustained business impact over time, while shaping how Enterprise Success operates in the US. Focus on building sustainable research rhythms, enabling multiple users and teams to confidently use the platform, and acting as a strategic advisor to ensure high-quality research outcomes.

Location: This role is based out of our brand new office in downtown Chicago

Company

hirify.global has been revolutionizing research and insights since 2017, expanding from Australia to London and the US, and now assembling a top-tier team in Chicago.

What you will do

• Partner with enterprise customers to shape research cadence, priorities, and focus using hirify.global Tracks.
• Take ownership of a well-established portfolio of global enterprise customers, driving long-term value and expansion.
• Enable multiple users and teams within customer organisations to confidently use hirify.global, including AI-powered capabilities like AskAI.
• Act as a strategic advisor, bringing a clear point of view on what good research looks like and when approaches need to evolve.
• Translate between customer objectives and hirify.global’s product capabilities, ensuring alignment as priorities change.
• Contribute to establishing operational foundations, playbooks, and best practices for a growing regional team in the US.

Requirements

• 3+ years experience in a customer-facing role such as SaaS, consulting, research, or agency work.
• Bring a strategic, commercial approach to customer success, connecting customer outcomes to long-term growth, expansion, and value creation.
• Experience managing complex enterprise customer relationships with multiple stakeholders.
• Strong ability to lead strategic conversations and shape outcomes over time.
• Comfort challenging customers constructively and bringing a clear point of view.
• Familiarity with subscription or recurring revenue environments.

Nice to have

• Exposure to UX research, product research, or insight-led organisations.
• Experience helping customers adopt new ways of working.
• Comfort operating in fast-changing or scaling environments.
• Strong written and verbal communication skills.

Culture & Benefits

• Work in a fulfilling, exciting, and meaningful community that cares about what they’re building and how.
• Competitive salary and generous paid time off, including extra monthly hirify.global Days.
• Great health insurance.
• Opportunities for international travel, including time at hirify.global HQ in Australia.
• Commitment to building diverse teams with unique perspectives.