Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Managing the end-to-end customer journey for strategic enterprise accounts within a data lifecycle management platform with an accent on executive governance, commercial management, and technical oversight. Focus on driving outcome-based renewal business cases, orchestrating multi-stakeholder programs, and ensuring governance charter activation.

Location: Hybrid in Sydney, NSW, Australia

Company

hirify.global is a data and information lifecycle management SaaS product designed to give highly-regulated organizations a competitive edge through safer and better-managed data.

What you will do

• Orchestrate the full nine-stage customer journey from pre-sale handover through to renewal and expansion for strategic accounts.
• Lead governance charter activation, defining program accountability, decision rights, and escalation paths.
• Manage senior executive relationships (CIO, CDO) and deliver high-level QBRs and board-level briefings.
• Build and deliver outcome-based renewal business cases quantifying risk reduction and storage cost savings.
• Oversee partner-led enterprise accounts to ensure execution quality and maintain customer health scores.

Requirements

• 7+ years in enterprise Customer Success, Account Management, or post-sale B2B SaaS with direct ownership of strategic accounts.
• Experience managing senior executive relationships (CIO, CDO, Legal, Risk) in regulated or complex environments.
• Strong commercial acumen in renewal forecasting, expansion identification, and business case development.
• Ability to orchestrate multiple internal and external stakeholders across a complex delivery lifecycle.
• Familiarity with governance, compliance, or records management environments.

Nice to have

• Experience with partner-led delivery or partner-oversight models.
• Familiarity with AI governance, data classification, or information security frameworks.
• Prior experience in banking, financial services, public sector, or critical infrastructure verticals.

Culture & Benefits

• Truly flexible work arrangements and a strong focus on work-life harmony.
• Access to Employee Stock Ownership Plan (ESOP).
• Generous paid parental leave and 4 weeks of annual leave.
• Personal Development budget for all staff.
• Collaborative and transparent environment within a fast-growth Australian-owned company.