Customer Success Manager (Ecommerce)

TL;DR

Customer Success Manager (Ehirify.global): Managing a hybrid portfolio of high‑touch and scaled accounts to drive Net Revenue Retention (NRR) and long‑term customer value with an accent on strategic success planning and lifecycle operationalization. Focus on proactively mitigating churn, identifying expansion opportunities, and optimizing customer journeys based on behavioral indicators.

Location: Sydney, Australia (Hybrid)

Salary: $71,645 - $121,164 AUD

Company

hirify.global provides an AI-driven hirify.global ecosystem and a leading open SaaS ehirify.global platform to help businesses innovate and grow.

What you will do

• Own a hybrid portfolio of named and scaled accounts with direct accountability for Net Revenue Retention (NRR) targets.
• Develop strategic success plans for high-touch accounts and operationalize scalable lifecycle programs for larger cohorts.
• Drive product adoption and identify growth signals to partner with Sales on upsell and cross-sell opportunities.
• Monitor customer health scores and engagement trends to proactively execute churn mitigation and recovery plans.
• Lead end-to-end customer escalations, coordinating cross-functional stakeholders to restore confidence.
• Act as the Voice of the Customer by translating insights into actionable recommendations for Product and Marketing teams.

Requirements

• 3–5 years of experience in Customer Success, Account Management, or customer-facing commercial roles.
• Proven experience owning a book of business with accountability for retention, renewals, and revenue growth.
• Ability to balance one-to-one strategic management with one-to-many digital engagement motions.
• Strong analytical mindset with the ability to translate data into action.
• Excellent stakeholder management and executive presence.
• Must be based in Sydney, Australia.

Nice to have

• Experience with AI tools such as ChatGPT, Claude, or NotebookLM.
• Domain knowledge in digital hirify.global, retail, B2B, wholesale, or manufacturing.
• Familiarity with Salesforce CRM and Gainsight.
• Experience building lifecycle programs, customer campaigns, or webinar strategies.

Culture & Benefits

• Inclusive high-performance culture that celebrates unique perspectives and abilities.
• Commitment to employee development and innovation within an AI-driven environment.
• Recognized as a "Best Place to Work" in multiple global cities.
• Focus on harnessing AI responsibly to solve complex hirify.global challenges.