Head of Customer Success (SaaS)

TL;DR

Head of Customer Success (SaaS): Leading the APAC customer success organization to drive the shift toward an AI-powered Agentic Enterprise with an accent on regional strategy, revenue retention, and AI-led orchestration. Focus on scaling customer value through durable context, managing regional P&L, and mentoring a high-performing CS team.

Location: Based in the Sydney office with an office-centric hybrid schedule (Tuesday, Wednesday, and Thursday in office).

Company

hirify.global is a leading platform for human + AI collaboration helping millions of teams achieve their goals faster.

What you will do

• Define and execute a multi-year CS strategy for the APAC region, addressing cultural and market complexities.
• Manage regional P&L, driving key performance indicators including NRR, GRR, and customer advocacy.
• Consult with C-suite executives on scaling value through AI-led orchestration and the Agentic Enterprise mindset.
• Lead and mentor a high-performing team of CS leaders and contributors, fostering a culture of excellence.
• Collaborate with regional Sales, Marketing, and Product leaders to align account strategies and growth targets.
• Influence the global product roadmap by providing APAC market insights to enhance AI capabilities.

Requirements

• 5+ years of leadership experience in Customer Success or client-facing roles within the SaaS industry.
• Deep knowledge of the APAC market landscape and ability to navigate diverse business cultures.
• Advanced understanding of Agentic AI and how orchestration drives business value.
• Proven track record of managing large-scale regional organizations.
• Ability to build consensus and influence stakeholders in a global, matrixed organization.
• Must be based in the Sydney office and adhere to the hybrid work schedule.

Culture & Benefits

• Comprehensive compensation package including mental health, wellness, and fitness benefits.
• Career coaching and professional support.
• Inclusive family-building benefits.
• Long-term savings and retirement plans.
• In-office culinary options tailored to dietary preferences.