Manager Customer Success (SaaS)

TL;DR

Manager Customer Success (SaaS): Leading and evolving the Customer Success function to drive adoption, retention, and expansion of SaaS solutions with an accent on operational cadence, governance, and measurable outcomes. Focus on building high-performing teams, managing strategic customers, and driving commercial impact through value-led engagement.

Location: Must reside in Melbourne, Australia

Company

hirify.global is a leading developer of SaaS solutions for government with over 400 employees and multiple development labs across Australia, New Zealand, the USA, and the UK.

What you will do

• Drive customer value and lifecycle success through outcome-focused Customer Success Plans and Executive Business Reviews
• Implement customer health frameworks, risk management, and renewal readiness activities
• Identify expansion opportunities and partner with Sales on renewals and growth
• Establish operational cadence, governance, and performance tracking for the Customer Success team
• Lead and coach Customer Success Managers to deliver strategic, value-led customer engagement
• Manage a portfolio of strategic customers to model best practices and refine value delivery

Requirements

• Must reside in Melbourne, Australia
• 6+ years in Customer Success, Account Management, or customer-facing SaaS roles
• 4+ years leading or mentoring Customer Success Managers with experience in governance and performance management
• Experience managing complex enterprise or government customers
• Proven success driving retention, adoption, and expansion through value-led engagement
• Strong commercial acumen and collaboration with Sales, Services, Product, and Support teams

Culture & Benefits

• Purpose-driven work delivering meaningful customer outcomes
• Flexible work arrangements and focus on wellbeing
• Investment in learning, development, and career growth
• Collaborative, high-trust team culture centered on quality