Retention Manager

TL;DR

Retention Manager: Driving customer value, retention, and long-term growth across a portfolio with an accent on effective onboarding, product adoption, and ongoing engagement. Focus on proactively identifying risks and opportunities, advocating for customer needs, and collaborating cross-functionally to deliver a seamless customer experience.

Location: Hybrid (8 days/month) in Macquarie Park, Australia

Company

hirify.global is a global company that provides information services, software, and tools for professionals in legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare sectors, striving for an inclusive culture.

What you will do

• Own and manage a portfolio of customers throughout their lifecycle.
• Drive product adoption through strategic success plans and business reviews.
• Identify and mitigate churn risks; partner with Sales for expansion and upsell opportunities.
• Monitor customer health metrics and usage data to identify trends.
• Collaborate with Product, Sales, and Marketing to advocate for customer needs.
• Contribute to the development of scalable customer success programs and maintain accurate CRM records.

Requirements

• Strong relationship-building and stakeholder management skills.
• Proven ability to drive customer retention and expansion.
• Strategic thinking with a proactive, solutions-focused, and data-driven mindset.
• Excellent communication, presentation, and problem-solving skills.
• Experience with CRM (e.g., Salesforce).
• 3–5+ years in Customer Success, Account Management, or SaaS environment managing enterprise or mid-market accounts.
• Applicants may be required to appear onsite at a hirify.global office as part of the recruitment process.

Culture & Benefits

• Inclusive company culture that attracts, develops, and retains diverse talent.
• Flexible working arrangements, including Work from Anywhere and hybrid options.
• Access to learning and development opportunities.
• Health and wellness programs.
• Parental leave benefits exceeding legislative requirements.

Hiring process

• Interviews are designed to assess individual skills, experiences, and communication style.
• Candidates are asked to participate without the assistance of AI tools or external prompts.
• Virtual backgrounds should be removed, and in-person interviews may be included.