Lead Customer Success Manager (SaaS)

TL;DR

Lead Customer Success Manager (SaaS): Managing a portfolio of Mid-Market and Enterprise clients to drive product adoption and secure long-term retention with an accent on strategic advisory and use-case mapping. Focus on preventing churn, optimizing customer workflows, and executing data-driven engagement programs.

Location: Singapore

Company

hirify.global builds uncomplicated service software that delivers exceptional customer and employee experiences using a people-first approach to AI.

What you will do

• Act as a strategic trusted advisor to a diverse portfolio of Mid-Market and Enterprise clients.
• Prevent churn and drive expansion opportunities by uncovering inefficiencies and recommending optimized workflows.
• Conduct regular QBRs, MBRs, and EBRs to ensure customers derive maximum value.
• Document customer business flows and maintain deep understanding of business use cases.
• Partner with internal Product, Sales, Marketing, and Support teams to ensure solution delivery.
• Drive primary business metrics focused on Product Adoption and Customer Retention.

Requirements

• Must be based in Singapore.
• Experience in SaaS Customer Success (preferred).
• Exceptional written and verbal communication and presentation skills.
• Proven track record of establishing yourself as a strategic trusted advisor to clients.
• Ability to independently own customer success for both large and small clients.
• Ability to track, report, and share client health status at pre-defined intervals.

Culture & Benefits

• Inclusive environment welcoming all backgrounds, genders, and ethnicities.
• Commitment to equal opportunity and workplace diversity.
• People-first corporate culture focused on removing friction through AI.