Associate Manager, Customer Success (SaaS)

TL;DR

Associate Manager, Customer Success (SaaS): Lead a team of SMB Customer Success Managers across Asia Pacific, guiding, mentoring, and hiring while ensuring clients achieve strong platform adoption, retention, and ROI with an accent on strategic initiatives and metrics-driven performance. Focus on developing best practices for user adoption and retention, partnering with Onboarding and Sales teams, and proactively mitigating churn risks through data analysis.

Sydney, NSW; Melbourne, VIC

Company

hirify.global is a SaaS platform within DoorDash's In-Store organization, focused on helping hospitality customers meet business goals through product expertise and customer-first strategies.

What you will do

• Mentor, inspire, and grow a team of high-performing Customer Success Managers in Asia Pacific
• Develop best practices, user adoption, and retention strategies for the team
• Partner with Onboarding and Sales for successful implementations and smooth handoffs
• Track account health and performance using engagement data tools like Looker to identify and eliminate churn risks
• Maintain deep product knowledge to guide customers on relevant features for their needs
• Inform and execute strategic initiatives impacting product adoption, retention, and client ROI

Requirements

• Prior experience in Customer Success, Account Management, or related customer-facing role in a top-tier SaaS company
• 3+ years of people management and development experience with strong leadership through accountability, training, and coaching
• Experience thriving in high-growth, fast-paced team environments
• Proven track record of quantitative analysis to derive insights and drive growth strategies
• Strong experience with Salesforce, Looker, and Gainsight (or similar Customer Success platforms)

Culture & Benefits

• Work in a diverse, global team emphasizing empathy, creative problem-solving, and customer obsession
• Opportunity to own your career in a rapidly growing company with comprehensive benefits supporting health, happiness, and well-being
• Commitment to diversity, inclusion, and empowering team members from all backgrounds
• Fast-paced environment fostering quick learning, iteration, and impactful decision-making