Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Guiding upmarket customers through onboarding, implementation, and product adoption with an accent on security and compliance frameworks. Focus on driving customer retention, maximizing value realization, and partnering with account managers to identify expansion opportunities.

Location: Hybrid in Sydney, Australia

Company

hirify.global is a Trust Management Platform that helps businesses automate security monitoring and prove compliance with standards like SOC 2, ISO 27001, and GDPR.

What you will do

• Guide upmarket customers through onboarding, implementation, and product adoption to drive value-driven success.
• Strategically manage a book of business to ensure high customer health and retention.
• Partner with Account Managers to identify at-risk accounts and highlight expansion opportunities.
• Act as a product expert on compliance offerings, including SOC 2, ISO 27001, GDPR, and HIPAA.
• Collaborate cross-functionally with Product and Support teams to provide customer feedback and resolve technical issues.

Requirements

• 6+ years of experience in Customer Success at a SaaS company.
• Proven track record of managing a strategic book of business and hitting retention targets.
• Ability to work effectively in a highly ambiguous, ever-changing startup environment.
• Strong critical thinking, problem-solving, and empathetic communication skills.
• Must be based in Sydney, Australia to support a hybrid work model.

Nice to have

• Experience working specifically within the security or compliance industry.
• Curiosity and willingness to use AI tools to amplify efficiency and impact.

Culture & Benefits

• Industry-competitive salary and equity.
• Stipends for healthcare, health & wellness, remote workspace, internet, and cellphones.
• 16 weeks of paid parental leave for all new parents.
• 20 days of annual leave plus 9 company-paid holidays.
• Commuter benefits for those attending the office.