Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing the post-onboarding customer lifecycle to drive retention, adoption, and growth with an accent on manufacturing workflows and AI-driven solutions. Focus on building scalable CS processes, mitigating churn risk, and acting as a strategic advisor for a portfolio of SMB clients.

Location: Must be available to work in the Sydney time zone (Monday to Friday, 9 AM – 5 PM)

Company

hirify.global is a scaling global startup providing SaaS solutions for manufacturing and fabrication industries.

What you will do

• Serve as the primary point of contact for customers throughout their post-onboarding journey.
• Monitor customer health metrics and proactively intervene to ensure retention and growth.
• Build and refine CS processes including health scoring, churn risk workflows, and communication cadences.
• Provide Tier 2 support for complex workflow issues in collaboration with Product and Engineering teams.
• Identify and pursue expansion, upsell, and cross-sell opportunities within your account portfolio.
• Synthesize customer feedback into structured insights to drive product and process improvements.

Requirements

• 5+ years of experience in customer success or account management within a SaaS environment.
• Must be available to work in the Sydney time zone.
• Proven experience managing SMB customer portfolios.
• Strong proficiency with AI tools and CRM platforms, ideally HubSpot.
• Exceptional project management and organizational abilities.
• Ability to balance hands-on operational tasks with strategic account planning.

Nice to have

• Experience working with customers in the manufacturing or fabrication industries.
• Experience managing large portfolios in a scaled Customer Success function.
• Strong preference for experience dealing with Australian customers.
• Data-driven approach to decision-making and problem-solving.

Culture & Benefits

• Opportunity to shape the customer success function in a scaling global startup.
• Comprehensive exposure to all aspects of a growing SaaS business.
• Professional development and growth opportunities.
• Collaborative environment within a globally distributed team.