Customer Success Executive - Scale (SaaS)

TL;DR

Customer Success Executive - Scale (SaaS): Managing the customer journey for the scale segment to drive retention and growth with an accent on data-driven insights and 1:many engagement strategies. Focus on mitigating churn, identifying upsell opportunities, and increasing platform adoption through orchestrated customer journeys.

Location: Melbourne, Australia

Company

hirify.global is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to deliver highly personalized cross-channel journeys using AI.

What you will do

• Manage the end-to-end customer journey for a portfolio of scale customers from post-onboarding through to renewal and expansion.
• Drive strong adoption of platform features and strengthen customer advocacy to meet retention and renewal targets.
• Analyze data to identify early signs of risk and proactively implement strategies to mitigate churn.
• Identify and qualify revenue opportunities for upsell and cross-sell based on customer business needs.
• Collaborate cross-functionally with Sales, Marketing, Product, Support, and Finance teams to champion customer needs.
• Develop and lead 1:many initiatives, including Masterclasses, webinars, and roundtables.

Requirements

• Minimum of 1-2 years of experience in fast-paced environments, preferably within SaaS, email marketing, or e-commerce.
• Ability to multitask, prioritize, and efficiently manage a high volume of competing requests.
• Commercial acumen with the ability to influence, negotiate, and close renewal and upsell contracts.
• Experience aligning customer needs with solutions and quantifying ROI.
• Strong interpersonal and written communication skills with a confidence in presenting at in-person and virtual events.

Nice to have

• Background in digital marketing.

Culture & Benefits

• Comprehensive global benefits including parental leave and paid sick leave.
• Dedicated wellbeing rewards and Wellbeing Days.
• Loyalty and share reward programs.
• Collaborative, high-performing work environment that encourages knowledge sharing and innovation.

Hiring process

• 15-minute screening call with People Success.
• First interview with the Head of Customer Success.
• Final situational interview with the Head of Customer Success and the CS team.