Sr. Customer Success Manager (SaaS)

TL;DR

Sr. Customer Success Manager (SaaS): Building and maintaining strong relationships with enterprise customers to ensure maximum value realization with an accent on ROI articulation, adoption plans, and account growth. Focus on identifying upselling opportunities, coordinating global cross-functional teams, and navigating APAC market nuances.

Location: Remote (Australia)

Company

hirify.global provides AI-driven solutions for customer experience testing and optimization.

What you will do

• Own customer outcomes and ensure value realization throughout the customer lifecycle.
• Articulate measurable ROI to key stakeholders and senior executives.
• Act as a program manager for the customer journey, including professional services engagements.
• Develop adoption and value plans to set a long-term vision for success and growth.
• Identify and execute cross-sell and upsell opportunities to grow revenue within the existing customer base.
• Host regular customer check-ins, onsite visits, and Executive Business Reviews.

Requirements

• Must be based in Australia
• 5+ years of experience in a Customer Success role managing large, multinational accounts.
• Proven ability to operate independently as the sole CSM in a region.
• Experience navigating cultural and business nuances across APAC markets.
• Strong technical acumen and genuine enthusiasm for AI and emerging technologies.
• Strong program and analytical skills to identify trends and patterns.

Nice to have

• Previous experience working in a SaaS or telecoms environment.
• Knowledge of the software development lifecycle (SDLC) and testing.
• Bachelor's degree in a related discipline.

Culture & Benefits

• Customer-first culture focused on delivering excellence.
• Environment that encourages taking smart risks and innovating boldly.
• Core values of integrity, humility, authenticity, and respect for diversity.
• Commitment to empowering employees to experiment, learn, and grow.