Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a high-volume portfolio of strategic accounts to drive retention and product adoption with an accent on strategic value and long-term success. Focus on conducting QBRs, executing tech-touch playbooks, and optimizing customer workflows to ensure measurable business outcomes.

Location: Remote (Sydney, AU)

Salary: $80,000 - $90,000 AUD base + 20% variable annually

Company

hirify.global is a global software company providing inventory management and supply chain solutions to help product sellers scale across multiple sales channels.

What you will do

• Manage a book of 450 key SMB and mid-market accounts, focusing on retention and product adoption.
• Conduct daily customer calls and QBRs using AI-enabled tools and tech-touch playbooks.
• Identify recurring customer challenges to develop scalable solutions and resources.
• Value-sell products throughout the customer lifecycle to reinforce ROI and client investment.
• Track customer health, identify risks early, and implement mitigation strategies.
• Collaborate cross-functionally with Sales, Onboarding, and Product teams to advocate for customer needs.

Requirements

• 5+ years in a customer-facing role, preferably in high-velocity SaaS Customer Success or Account Management.
• Experience working with customers in supply chain, manufacturing, commerce, or retail.
• Proven track record in client retention and strategic account management.
• Data fluency and proficiency with Salesforce, ChurnZero, and Gong.
• Strong communication skills and the ability to simplify technical concepts.
• Bachelor’s degree or equivalent practical experience.

Nice to have

• Familiarity with 3PL/logistics or inventory-based business operations.
• Understanding of API integrations and SaaS ecosystems used by modern product businesses.

Culture & Benefits

• Remote-first work environment.
• Competitive base salary with a 20% annual variable component paid quarterly.
• Inclusive culture that values diversity, individualism, and authenticity.
• Opportunity to work in a fast-growing global software company.