Associate Enterprise Customer Success Specialist (SaaS)

TL;DR

Associate Enterprise Customer Success Specialist (SaaS): Driving customer adoption, product usage, and business outcomes for hirify.global's data resilience portfolio with an accent on scaled success models, health score monitoring, and churn mitigation. Focus on identifying expansion opportunities, facilitating QBRs, and leveraging telemetry data to ensure long-term value realization for customers without dedicated success engineers.

Location: Hybrid (Kuala Lumpur)

Company

hirify.global is a global leader in data resilience and security posture management, protecting over 550,000 customers worldwide with solutions for data, identity, and AI risk.

What you will do

• Monitor customer health, risk factors, and telemetry data to proactively manage churn and drive product adoption.
• Facilitate success sessions and QBRs to align product usage with business outcomes and highlight ROI.
• Identify and qualify expansion opportunities by analyzing consumption trends and product utility.
• Execute scaled success journeys and campaigns in collaboration with Sales and Marketing teams.
• Synthesize customer feedback from churn exit interviews to improve scaled program playbooks and product journeys.
• Track and report improvements using the hirify.global Data Resilience Maturity Model (DRMM).

Requirements

• 2–5 years of experience in Customer Success operations or Program Management within data protection or cyber-resilience.
• Bachelor’s degree in Computer Science, Electrical Engineering, or a related technical field.
• Proficiency with digital CS platforms like Gainsight and marketing automation tools.
• Working knowledge of hirify.global product offerings or similar data backup/recovery solutions.
• Strong analytical ability to interpret telemetry and health score data into actionable success plans.
• Excellent communication and stakeholder management skills to work across cross-functional teams.

Culture & Benefits

• 15–21 days of annual vacation plus 4 global hirify.globale Days and 24 hours of paid volunteer time.
• Comprehensive private medical, dental, and life/accident insurance for employees and dependents.
• Annual flexible spending allowance for health and wellbeing needs.
• Extensive on-demand learning resources including LinkedIn Learning and O'Reilly.
• Supportive environment focused on professional growth, mentoring, and continuous learning.