Sr. Manager, Customer Success & CX (SaaS)

TL;DR

Sr. Manager, Customer Success & CX (SaaS): Leading and scaling Customer Success, Support, and Professional Services organizations across APAC with an accent on operational excellence, revenue growth, and executive-level client advocacy. Focus on bridging the gap between technical delivery and long-term value realization for enterprise customers while managing cross-functional partnerships with Sales, Product, and Engineering.

Location: Sydney, Australia (Onsite)

Company

hirify.global is an AI-native business communications platform unifying calling, messaging, meetings, and contact center solutions.

What you will do

• Build, coach, and mentor a high-performing international team of CSMs, Support, and Professional Services professionals.
• Serve as the executive point of contact for complex technical or relationship escalations within the international strategic segment.
• Develop and execute regional strategies to ensure scalability, product adoption, and churn mitigation.
• Oversee international professional services operations, including project management and resource allocation.
• Partner with Sales to support pre-sales activities, technical scoping, and accurate resource planning.
• Track and optimize key performance indicators including time-to-value, PS utilization, CSAT, and NRR.

Requirements

• 8+ years of experience in Customer Success, Professional Services, or Account Management within SaaS or telecommunications.
• 1-3 years of management experience supporting multi-disciplinary or cross-functional teams.
• In-depth knowledge of CCaaS, UCaaS, and AI technologies.
• Proven track record of managing complex, Enterprise-level clients.
• Strong commercial acumen regarding SaaS business models and subscription metrics.
• Proficiency in CRM and customer success platforms like Salesforce, Gainsight, or Zendesk.

Nice to have

• Business-level proficiency in Japanese.
• MBA or advanced degree.

Culture & Benefits

• Work at the forefront of Agentic AI transformation in business communications.
• Competitive salary and comprehensive benefits package.
• Inclusive office environment designed for collaboration.
• Access to robust training programs and professional growth opportunities.