Customer Success Manager, Global SMB (SaaS)

Location: Jakarta, Indonesia

Company

hirify.global provides a customer engagement platform for personalized, cross-channel brand experiences, including AI-powered decisioning and optimization.

What you will do

• Drive product adoption and measurable value across a large portfolio of SMB customer accounts.
• Recommend business-process improvements and develop efficient ways to manage and grow accounts using hirify.global technology and internal tools.
• Provide strategic guidance, product training, and non-technical support through check-ins, business reviews, and customer communications.
• Lead Executive Business Reviews with key stakeholders to align goals, demonstrate delivered value, and identify growth opportunities.
• Partner with Account Managers on commercial alignment and renewals, owning renewal targets for assigned accounts.
• Collaborate with onboarding and customer-success partners to transition clients into active ongoing usage and improve internal servicing processes.

Requirements

• Excellent written and verbal communication, strong listening skills, and consistent follow-up; most communication is written.
• Experience managing a large number of accounts through a tech-touch rather than high-touch engagement model.
• Team-oriented approach with an interest in mentoring peers and contributing to cross-functional projects.
• Strong intellectual curiosity and openness to frequent feedback and professional development.
• Domain knowledge in at least two of SaaS, mobile, APIs, marketing automation, direct marketing, marketing analytics, or basic programming such as HTML.

Culture & Benefits

• Collaborative, transparent, inclusive, and action-oriented work environment.
• Hybrid ways of working and a curated in-office experience focused on community and team connection.
• Competitive compensation that may include equity, retirement benefits, and an employee stock purchase plan.
• Flexible paid time off and comprehensive medical, dental, vision, life, and disability benefits.
• Family services, fertility benefits, and equal paid parental leave.
• Formal career pathing, learning platforms, a yearly learning stipend, employee resource groups, volunteer opportunities, and donation matching.

Hiring process

• AI-assisted tools may be used to screen application materials and support interview scheduling, recording, and note summarization.
• Recruiting teams remain responsible for hiring decisions and participate throughout the process.