Customer Success Manager II (SaaS)

TL;DR

Customer Success Manager II (SaaS): Managing a portfolio of enterprise-level brands to drive renewals and feature adoption with an accent on strategic guidance and account health analysis. Focus on building long-term customer relationships, synthesizing product feedback, and maximizing product value for large-scale clients.

Location: Hybrid in Sydney

Company

hirify.global is a leading customer engagement platform that utilizes AI to help brands deliver personalized 1:1 customer experiences across multiple channels.

What you will do

• Partner with Account Executives to ensure commercial alignment and drive client renewals and net retention targets.
• Act as the primary point of contact and trusted advisor for enterprise customers.
• Develop shared Success Plans to drive feature adoption and provide strategic guidance to help clients hit their objectives.
• Proactively analyze product usage to identify account risks and opportunities for growth.
• Maintain regular contact through check-ins and Executive Business Reviews (EBRs).
• Collaborate with Technical Support and Industry Solutions teams to ensure seamless customer support.

Requirements

• 2-5 years of relevant experience in Customer Success, Onboarding, or Project Management.
• Proven track record of managing complex accounts for enterprise customers (1,000+ employees).
• Domain knowledge in two or more areas: SaaS, Mobile, APIs, Marketing Automation, or Marketing Analytics.
• Exemplary written and verbal communication skills.
• Must be based in Sydney to support a hybrid work model.

Culture & Benefits

• Competitive compensation, including potential equity and retirement plans.
• Comprehensive health benefits covering medical, dental, vision, life, and disability.
• Flexible paid time off and dedicated family services, including fertility benefits and paid parental leave.
• Professional development with a yearly learning stipend and formal career pathing.
• Inclusive environment with Employee Resource Groups and an annual company-wide Volunteer Week.