Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a book of business in the APJ region to ensure customers maximize platform value and achieve business goals with an accent on retention, growth, and product adoption. Focus on building executive relationships, translating customer insights into product feedback, and driving success in a matrixed environment.

Location: Sydney, Australia. Applicants must be authorized to work without visa sponsorship

Company

A leading digital experience platform blending composability with native AI capabilities to power next-generation digital experiences for over 4,200 organizations worldwide.

What you will do

• Onboard new customers and align value expectations cross-functionally with sales and professional services.
• Monitor customer health and drive product adoption to increase platform value.
• Lead consistent Business Reviews to track KPIs and outcomes based on a defined rubric.
• Identify revenue expansion opportunities and ensure successful renewals.
• Translate customer insights into actionable feedback for product and engineering teams.
• Organize community events and customer visits, including approximately 25% annual travel.

Requirements

• 4+ years of experience in customer-facing SaaS roles such as CSM, TAM, or Solution Engineer.
• Proven experience growing SaaS businesses within the APJ ecosystem.
• Ability to understand hirify.global APIs and the modern content management/DXP stack.
• Strong communication and presentation skills with a data-driven storytelling approach.
• Must be authorized to work in Australia without visa sponsorship by the start date.

Nice to have

• Experience with content management systems (CMS).
• Working knowledge or fluency in a Southeast Asian language.

Culture & Benefits

• Inclusive environment that empowers employees from diverse backgrounds and nations.
• Equal opportunity employer with a celebrated "Everyone is welcome here" culture.
• Opportunity to contribute to a global team spanning 70+ nations.