Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing the customer journey for scale customers, from onboarding to renewal and expansion, focusing on driving strong adoption of platform features and strengthening customer advocacy. Focus on data analysis to identify risks, create revenue opportunities, and collaborate cross-functionally.

Location: Melbourne, Australia

Company

hirify.global is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys.

What you will do

• Manage the customer journey across a portfolio of customers, focusing on renewal and expansion.
• Drive adoption of platform features and strengthen customer advocacy.
• Leverage data to identify early signs of risk and proactively mitigate churn.
• Create, identify, and qualify revenue opportunities by understanding customer business needs.
• Provide high levels of customer service and act as the customer's champion.
• Collaborate with other teams including Support, Professional Services, Product, Sales, and Partnerships.

Requirements

• Must have a minimum of 1-2 years’ experience in fast paced environments; SaaS or relevant experience within the sector (email marketing or e-commerce is desirable).
• Able to multitask, prioritise, and manage time efficiently.
• Experience with scaling 1:many initiatives across the portfolio.
• Commercial nous with the ability to influence, negotiate, and close renewal and upsell/cross sell contracts.
• Goal-oriented, organised, and efficient.
• Strong communication and interpersonal skills.

Culture & Benefits

• Parental leave.
• Paid sick leave.
• Share reward.
• Wellbeing Days.

Hiring process

• 15min Screening Call with People Success.
• First interview with the Head of Customer Success.
• Final situational interview with the Head of Customer Success and members of Customer Success team.