Merchant Success Manager, Enterprise (Ecommerce)

TL;DR

Merchant Success Manager, Enterprise (Ecommerce): Managing revenue retention, renewals, and expansion for enterprise merchants in the APAC region with an accent on strategic guidance and product adoption. Focus on building executive relationships, driving measurable business impact through QBRs, and translating customer feedback into product insights.

Location: Remote (Must be based in Sydney, Australia)

Company

hirify.global is a B2B SaaS platform specializing in ecommerce returns management.

What you will do

• Own revenue retention, renewals, and expansion across a portfolio of enterprise merchants, proactively mitigating churn risk.
• Act as a strategic partner to executive stakeholders to help them maximize the value of the Loop platform.
• Lead Quarterly Business Reviews (QBRs) and strategic engagements to demonstrate measurable business impact.
• Drive product adoption by guiding merchants through the implementation of new capabilities and features.
• Partner with Sales to identify and close cross-sell and upsell opportunities throughout the customer lifecycle.
• Collaborate with Product and Engineering to resolve complex technical issues and influence the product roadmap based on customer feedback.

Requirements

• Several years of Enterprise Customer Success or Account Management experience supporting complex B2B SaaS customers.
• Proven track record of owning enterprise renewals and consistently achieving retention and expansion targets.
• Experience managing commercial conversations and building trusted relationships with executive stakeholders.
• Strong analytical skills to leverage data and customer insights for strategic recommendations.
• Must be based in Sydney, Australia.
• Excellent communication skills with the ability to influence stakeholders across various organizational levels.

Nice to have

• Experience in ecommerce or commerce technology.
• Proficiency in using modern tools and AI to improve efficiency and scale impact.

Culture & Benefits

• Blended Working Environment offering remote flexibility.
• Opportunity to be the first Enterprise Merchant Success Manager in the APAC region.
• Collaborative global team environment across the US, Canada, UK, and Australia.
• Intentional work culture designed to enable employees to do their best work.