Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing post-sale customer relationships and driving product adoption for enterprise clients with an accent on value realization and churn mitigation. Focus on developing strategic success plans, executing adoption plays, and conducting business reviews to quantify ROI.

Location: Indonesia (hirify.global Asia)

Company

hirify.global connects customers and teams globally, empowering CX leaders with performance insights to drive lasting business impact.

What you will do

• Own the post-sale customer relationship and serve as the primary accountable face of hirify.global for a portfolio of accounts.
• Develop and maintain Customer Success Plans covering KPIs, milestones, health metrics, and expansion roadmaps.
• Monitor platform usage data to identify underutilized capabilities and execute targeted adoption plays.
• Conduct regular business reviews to quantify delivered value, cost savings, and strategic impact in commercial terms.
• Identify organic upsell opportunities and proactively address renewal risks through stakeholder consultations.
• Represent the voice of the customer cross-functionally to ensure results are delivered back to the client.

Requirements

• Proven experience in direct enterprise-level customer success.
• Strong background in SaaS environments.
• Ability to interact with and influence C-level executives.
• Experience leveraging AI-enabled tools to enhance efficiency and problem-solving.
• Strong analytical skills and a verifiable history of exceeding sales and satisfaction goals.
• Professional fluency in Mandarin (highly preferred) for regular communication with Chinese-speaking customers.

Nice to have

• Experience in Video, Contact Center, or Web Collaboration domains.
• BS degree or equivalent education.

Culture & Benefits

• Commitment to equal employment opportunities (EEO).
• Fast-paced and dynamic professional environment.
• Culture driven by personal, team, and company achievement.