Customer Success Manager (Ecommerce)

TL;DR

Customer Success Manager (Ehirify.global): Managing a hybrid portfolio of high-touch and scaled accounts to drive Net Revenue Retention (NRR) and long-term customer value. Focus on developing strategic success plans, operationalizing lifecycle programs, and mitigating churn through data-driven interventions.

Location: Sydney, Australia

Company

hirify.global empowers merchants of all sizes to sell more and grow faster through its leading open SaaS ehirify.global platform.

What you will do

• Manage a hybrid portfolio of named and scaled accounts with direct accountability for Net Revenue Retention (NRR) targets.
• Develop strategic success plans for high-touch accounts and operationalize scalable lifecycle programs for scaled cohorts.
• Identify expansion opportunities and partner with Sales to influence upsell, cross-sell, and account growth.
• Drive customer value realization to increase retention, deepen product adoption, and accelerate time to value.
• Monitor health scores and usage data to proactively identify retention risks and execute recovery plans.
• Lead end-to-end customer escalations, coordinating cross-functional stakeholders to restore customer confidence.

Requirements

• 3–5 years of experience in Customer Success, Account Management, or customer-facing commercial roles.
• Experience owning a book of business with direct accountability for retention, renewals, and revenue outcomes.
• Proven ability to balance high-touch account management with scaled, digital-first engagement models.
• Strong understanding of customer lifecycle management, success planning, and retention drivers.
• Analytical mindset with the ability to translate customer data and insights into actionable strategies.
• Excellent communication, executive presence, and stakeholder management skills.

Nice to have

• Knowledge of Ehirify.global, retail, B2B, wholesale, or manufacturing industries.
• Experience utilizing AI tools such as ChatGPT, Claude, or NotebookLM.
• Familiarity with Salesforce and Customer Success platforms like Gainsight.
• Exposure to Enterprise-grade SaaS or technology business environments.
• Experience building lifecycle programs, customer campaigns, or webinar strategies.

Culture & Benefits

• Inclusive environment that celebrates unique histories, perspectives, and abilities.
• Recognized as a "Best Place to Work" in multiple cities.
• Culture focused on innovation, customer-centricity, and employee development at all levels.
• Commitment to equal opportunity and reasonable accommodations for individuals with disabilities.