Customer Success Advocate (SaaS)

TL;DR

Customer Success Advocate (SaaS): Managing a large volume of SMB accounts to ensure customer delight and improve Gross Revenue Retention with an accent on relationship management and proactive health monitoring. Focus on onboarding, driving product adoption, and collaborating with sales to identify growth opportunities.

Location: Australia - Victoria

Salary: $80,000–$100,000

Company

hirify.global is a cybersecurity company focused on delivering relentless protection against cyber disruption, specializing in email security and brand protection.

What you will do

• Manage relationships with key stakeholders within a large volume of SMB accounts.
• Mitigate account risk to improve Gross Revenue Retention.
• Oversee onboarding, training, and integration processes for new customers.
• Proactively monitor customer usage, health, and performance metrics to drive adoption.
• Collaborate with sales to identify upselling, cross-selling, and contract renewal opportunities.
• Advocate for customer interests by providing feedback and insights to the product team.

Requirements

• Proven experience in customer success or account management within a SaaS or technology company (ideally 2+ years).
• Experience managing a large volume of accounts, ideally 300-400.
• Strong interpersonal, communication, and analytical skills.
• Bachelor's degree in business or a related field (or equivalent experience).
• Must be located in Australia (Victoria).

Nice to have

• Familiarity with AI tools.
• Experience with Salesforce CRM and Gainsight platforms.

Culture & Benefits

• Inclusive and diverse community environment that celebrates everyone.
• Competitive base salary range of $80k–$100k.
• Access to comprehensive benefits and potential incentive plans.
• Commitment to Equal Opportunity and Affirmative Action.