Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Managing and growing a portfolio of short-term rental property managers in Australia with an accent on driving product adoption, retention, and revenue expansion. Focus on building strategic relationships, analyzing customer performance data, and representing the company locally within a global team.

Location: Must be based in Australia

Company

hirify.global provides a leading revenue management system for the short-term rental industry, leveraging AI to help property owners and managers optimize their business performance.

What you will do

• Drive customer adoption, retention, and satisfaction for an assigned book of 40-60 accounts.
• Lead onboarding, training, and certification processes for new customers.
• Analyze customer performance data to provide strategic recommendations for revenue growth.
• Secure annual subscription renewals and identify expansion opportunities.
• Act as the local voice of the customer, providing feedback to the global product organization.
• Conduct regular stakeholder meetings to ensure customer goals are met.

Requirements

• 3+ years of experience in SaaS customer success.
• Must be based in Australia and comfortable working remotely as part of a global team.
• Solid understanding of customer success best practices and account management.
• Exceptional verbal and written communication skills.
• Ability to travel 1-2 times per quarter.
• Analytical mindset with experience leveraging data for strategic decision-making.

Nice to have

• Experience in the short-term rental industry.
• Background in revenue management.

Culture & Benefits

• Stock options and unlimited PTO.
• Private health insurance.
• Opportunity to work with a global, diverse, and fast-growing team.
• Commitment to core values including curiosity, trust, and collaboration.

Hiring process

• Initial video conversation with the Recruiting team.
• Deeper dive interview with the Manager of Customer Success.
• Completion of a role-relevant assignment and team interviews.
• Final meeting with the CRO.