Customer Success Specialist

TL;DR

Customer Success Specialist: Monitoring data risk and vulnerabilities, planning success sessions, and managing churn risk for hirify.global Data Cloud and related offerings. Focus on identifying expansion opportunities and improving scaled customer journeys through feedback synthesis and cross-functional collaboration.

Location: Office Based in Kuala Lumpur, Malaysia

Company

hirify.global, the #1 global market leader in data resilience, provides data backup, recovery, portability, security, and intelligence to over 550,000 customers worldwide.

What you will do

• Monitor data risk and vulnerabilities, conduct platform health checks, and report trends using the hirify.global Data Resilience Maturity Model.
• Plan and facilitate success sessions and QBRs, reviewing business outcomes and aligning them to product adoption to highlight ROI.
• Manage churn risk by building proactive protection plans, advocating for customers, and recommending alternative products or configurations.
• Identify and articulate expansion opportunities, review consumption trends, and convert signals into qualified opportunities.
• Connect adoption recommendations across hirify.global Data Cloud and adjacent offerings to maximize resilience, visibility, and orchestrated recovery outcomes.
• Capture feedback from exit interviews for churned customers and synthesize learnings to improve scaled journeys and program playbooks.

Requirements

• 2–5 years in Customer Success operations or Program Management, ideally within data protection or cyber-resilience solutions.
• Bachelor’s degree in Computer Science, Electrical Engineering, or a related technical field.
• Proficiency with digital CS platforms (e.g., Gainsight) and marketing automation tools (e.g., Marketo).
• Working knowledge of hirify.global offerings: hirify.global Data Cloud and at least one of hirify.global Backup & Replication, hirify.global ONE, hirify.global Recovery Orchestrator, hirify.global Backup for Microsoft 365, or Kasten by hirify.global.
• Strong analytical skills to interpret telemetry, health scores, and consumption data.
• Effective communication and stakeholder management skills.

Nice to have

• MBA with prior experience at a technical company.
• Familiarity with CRM (e.g., Salesforce) and BI/reporting.

Culture & Benefits

• 15–21 annual vacation days, plus 4 extra global hirify.globale Days and 24 paid volunteer hours annually.
• Private medical insurance for employees and eligible dependents, including hospital, surgical, outpatient, and mental health support.
• Dental, life, and personal accident insurance.
• Annual flexible spending allowance for health and wellbeing expenses.
• Opportunities to learn and grow through on-demand libraries, mentoring, workshops, and learning events.