Strategic Customer Success Manager (Hospitality)

TL;DR

Strategic Customer Success Manager (SaaS/Hospitality): Managing long-term success for enterprise hospitality customers with an accent on value realization and account strategy. Focus on monitoring key metrics, leading strategic on-sites, and mentoring team members to improve retention.

Location: Sydney, NSW or Melbourne, VIC (Australia); requires 25% travel

Company

hirify.global (part of DoorDash's In-Store business unit) is a software startup providing technology and logistics solutions for the hospitality industry.

What you will do

• Lead customer value realization by understanding KPIs and defining implementation and onboarding processes.
• Act as a customer champion and advocate, communicating needs to executive teams.
• Monitor account performance and utilization using data to track key metrics.
• Plan and lead strategic on-site visits with enterprise partners to maintain high engagement.
• Develop internal workflows and processes to improve communication efficiency.
• Collaborate cross-functionally with Sales, Product, and Engineering teams to prioritize deliverables.

Requirements

• Substantial experience in customer-facing B2B and SaaS roles.
• Proven experience working with the hirify.global platform.
• Strong background in Customer Success or Account Management with the ability to articulate value propositions.
• Technical aptitude regarding hospitality software.
• Proven ability to lead project planning and manage cross-functional projects.
• Ability to communicate and influence at the executive and C-level.

Culture & Benefits

• Comprehensive benefits and perks focused on happiness, health, and overall well-being.
• Opportunity to work in a rapidly growing software startup environment.
• Leadership and mentorship opportunities, including involvement in hiring and onboarding.
• Inclusive community culture that empowers diverse teams and perspectives.