Customer Success Manager (SMB)

TL;DR

Customer Success Manager (SMB): Managing a portfolio of SMB clients to drive product adoption, ensure seamless onboarding, and mitigate churn with an accent on multi-stakeholder relationship management. Focus on delivering value-based solutions, collaborating with cross-functional teams, and maintaining high retention rates within the marketing technology sector.

Location: Must be based in Melbourne, Australia with full working rights

Company

hirify.global is a leading AI-powered platform that provides AI employees to local businesses to automate lead conversion and customer engagement.

What you will do

• Orchestrate seamless onboarding experiences for multi-location clients and conduct product training.
• Strategically manage a customer portfolio to maximize product usage and proactively reduce retention risk.
• Develop deep relationships with stakeholders to understand business needs and offer value-based solutions.
• Collaborate with Sales, Product, and Marketing teams to ensure transparency and address customer requirements.
• Serve as a product expert to drive meaningful outcomes and ensure successful service implementation.

Requirements

• 1–3 years of experience in CX or CS with a proven track record in portfolio management and retention.
• Must possess full working rights in Australia.
• Deep understanding of the marketing technology industry.
• Strong account management skills including identifying at-risk customers and driving product adoption.
• Excellent presentation, communication, and consultative problem-solving skills.
• Ability to thrive in a fast-paced, evolving work environment.

Culture & Benefits

• Attractive base salary plus superannuation and commission package.
• Generous $650 monthly ‘Benefits & Wellbeing’ allowance.
• Office located in the Queen & Collins building with end-of-trip facilities and bike storage.
• Transparent career development opportunities in a rapidly growing Australian team.
• Impactful work supporting local businesses with cutting-edge AI technology.