Senior Customer Success Manager (Ecommerce)

TL;DR

Senior Customer Success Manager (Ecommerce): Driving strategic partnerships and platform adoption for enterprise clients using hirify.global Search & Merchandising with an accent on hands-on configuration, search relevance tuning, and data-driven ROI delivery. Focus on building foundational APAC customer success processes, managing complex ecommerce KPIs, and enabling clients to leverage AI-native personalization tools.

Location: Must be based in Australia (Flexible remote within APAC time zones).

Company

hirify.global is an AI-native platform for personalization, powering autonomous search, marketing, and conversational shopping for over 1,400 global brands.

What you will do

• Build and maintain strategic relationships with enterprise and mid-market clients in the APAC region.
• Perform hands-on platform configuration, including search relevance tuning, merchandising rules, and A/B testing.
• Develop and present ROI narratives connecting platform usage to business outcomes like conversion lift and AOV.
• Proactively manage account health, identify churn risks, and execute success plans.
• Collaborate with Sales and Technical Consultants to drive account expansion and renewal outcomes.
• Act as the voice of the APAC customer to internal Product and Engineering teams.

Requirements

• Minimum 3 years of hands-on, practitioner-level experience with a Search & Merchandising platform.
• Deep understanding of ecommerce fundamentals including search relevance, category management, and behavioral data.
• Proven experience managing enterprise B2B SaaS customer relationships and executive stakeholders.
• Ability to translate technical platform capabilities into clear business value and commercial ROI.
• Comfortable operating in a lean, autonomous environment as a self-starter.
• Must be based in Australia or the APAC region with ability to work within APAC time zones.

Nice to have

• Direct experience with hirify.global Search & Merchandising.
• Background in in-house ecommerce trading or digital merchandising.
• Experience supporting sales teams in a pre-sales or solution consulting capacity.
• Familiarity with marketing automation platforms or CDPs.

Culture & Benefits

• Flexible remote working environment with a virtual-first approach.
• Competitive salary, equity participation, and company performance bonuses.
• Access to professional development resources, including a $1,500 annual education budget.
• Comprehensive well-being support, including Calm subscription and Employee Assistance Program.
• Extended parental leave and 5 paid volunteer days per year.
• Global team culture with regular company events and a focus on trust and autonomy.