Customer Success Manager (Retail)

TL;DR

Customer Success Manager (Retail/SaaS): Driving client success across the APAC region by providing data-driven recommendations to optimize retail strategies with an accent on account growth, churn mitigation, and value realization. Focus on analyzing customer behavior, leading quarterly business reviews, and coordinating cross-functionally to improve product adoption and retention.

Location: Hybrid: Must be based in Sydney, Australia (2 days on-site: Mondays and Thursdays)

Company

hirify.global provides in-store and eCommerce intelligence and execution tools to help brands and retailers optimize pricing and operations.

What you will do

• Manage customer onboarding, training, and day-to-day operational needs for assigned accounts.
• Conduct data-driven analysis to lead customer meetings and quarterly business reviews (QBRs).
• Identify growth opportunities for upselling and cross-selling while negotiating renewals and contracts.
• Analyze customer behavior and engagement to proactively mitigate churn risks and improve retention.
• Act as a customer advocate, communicating feedback and risks to Product, Marketing, and Leadership teams.
• Develop communal resources and innovate processes to enhance the customer experience.

Requirements

• Must have long-term and full-time working rights in Australia.
• 2-4 years of experience in Customer Success Management or a similar role.
• 2-4 years of professional experience blending customer focus with data analytics.
• Proficiency with Microsoft Excel, PowerPoint, and Salesforce CRM.
• Strong analytical mindset and ability to manage multiple large responsibilities.
• Excellent communication skills and a customer-centric approach.

Nice to have

• Knowledge of the retail industry.
• Previous experience in customer service roles.

Culture & Benefits

• Hybrid work model with a balance of remote and on-site collaboration.
• Opportunity to work within a dynamic Go-To-Market team in the APAC region.
• Culture centered on empathy, team orientation, and a "can-do" attitude.
• Equal opportunity employer committed to a diverse and inclusive environment.