Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Managing high-value enterprise portfolios to ensure ROI and business outcomes through the hirify.global Cloud platform with an accent on CX strategy and executive relationship management. Focus on orchestrating AI-powered experience transformation, leading multi-year roadmaps, and driving customer retention at the C-level.

Location: Must have work rights in Australia; based in Melbourne, Brisbane, or Sydney (Flexible).

Company

hirify.global provides an AI-powered Experience Orchestration platform that helps organizations improve customer and employee loyalty at scale.

What you will do

• Serve as a strategic business partner to C-level executives to align hirify.global solutions with enterprise transformation objectives.
• Lead the development of multi-year CX transformation roadmaps, defining success metrics and business value frameworks.
• Conduct executive-level business reviews (QBRs/EBRs) to provide strategic insights and data-driven recommendations.
• Drive the adoption of AI, automation, and omnichannel engagement strategies to achieve operational excellence.
• Orchestrate cross-functional alignment across Product, Sales, and Professional Services to ensure high retention and account growth.
• Measure and drive value realization and ROI for high-value enterprise investments.

Requirements

• 10+ years of experience in enterprise customer success or strategic consulting within SaaS or technology organizations.
• Proven success managing complex enterprise relationships valued at $1M+ per year.
• Experience influencing senior stakeholders such as CIOs, COOs, CCOs, and CMOs.
• Deep understanding of customer experience transformation, digital channels, and AI technologies.
• Proficiency with Salesforce, Gainsight, and other CRM platforms.
• Must have legal work rights in Australia.

Culture & Benefits

• High level of independence to make a significant impact and take ownership of work.
• Competitive benefits and perks aligned with major tech companies.
• Collaborative culture rooted in empathy and global teamwork.
• Inclusive environment as an equal opportunity employer.