Customer Success Manager (SaaS)

Location: Sydney, Australia; hybrid workplace at hirify.global's global headquarters

Company

hirify.global develops hirify.global Connect, a governance, risk, and compliance solution that provides a secure information hub connecting organisations and people.

What you will do

• Build customer relationships and act as a primary contact throughout the hirify.global Connect customer journey.
• Understand user workflows and needs, drive product usage, and identify new organisational use cases.
• Lead customer reviews, engagement activities, demonstrations, workshops, and training to communicate product value.
• Monitor customer health, identify risks and improvement opportunities, and achieve customer renewals.
• Work with Sales to identify growth opportunities through new users, use cases, and business areas.
• Capture customer feedback and collaborate with Product, Engineering, and Support to improve customer outcomes.

Requirements

• Experience working directly with customers and building strong relationships.
• Exposure to the commercial side of a business, including retention, renewals, growth, opportunities, or customer value.
• Confidence speaking with users and key stakeholders, asking questions to understand their needs.
• Curiosity about technology and willingness to learn how software works.
• Proactive approach and initiative to identify and improve areas of the customer experience.
• Ability to demonstrate software and explain technology to non-technical people.
• Strong communication and influencing skills across different organisational levels.
• Understanding of SaaS and cloud-based technology, or willingness to learn.
• Enthusiasm and a genuine desire to create strong customer experiences.

Culture & Benefits

• Opportunity to work with customers who rely on technology for important work.
• Opportunity to contribute ideas to the evolution of the customer experience and product.
• Collaboration across Sales, Product, Engineering, and Support.
• Hybrid work based at the global headquarters in Sydney.