Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Driving customer value, retention, and growth across enterprise fitness customers with an accent on strategic guidance, stakeholder relationships, and business outcomes. Focus on managing complex escalations, analyzing account health and product usage, and coordinating cross-functional solutions for long-term customer success.

Location: Remote, but must reside in Australia

Company

hirify.global provides scalable, data-driven software solutions for fitness businesses, supporting clubs, coaches, members, and franchise health organizations worldwide.

What you will do

• Build trusted, long-term relationships with enterprise customers and key stakeholders.
• Monitor account health, product usage, risks, and opportunities for customer growth.
• Lead business reviews and develop success plans tied to measurable business outcomes.
• Act as the primary contact for escalated customer issues and coordinate timely resolution across internal teams.
• Communicate customer feedback, feature requests, and enhancement opportunities to Product.
• Capture customer success stories, mentor junior team members, and contribute to cross-functional initiatives.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a related customer-facing role supporting enterprise customers.
• Strong communication, presentation, negotiation, stakeholder management, analytical, and problem-solving skills.
• Experience managing complex customer relationships and delivering positive business outcomes.
• Experience with CRM, customer engagement, and project management tools, plus proficiency in Microsoft Excel.
• Must reside in Australia.
• Fluency in Korean and English is required.

Nice to have

• Experience in the fitness industry or with SaaS products.

Culture & Benefits

• Values-focused culture built around Best Life, One Team, and Growth Mindset.
• Open PTO, statutory leave, and 14 paid holidays, including company-wide Days of Disconnect.
• Paid parental leave, including up to six months of company-supported leave, plus pawternity leave.
• Annual wellness and fitness expense reimbursement and medical, dental, and vision support.
• Employee assistance support and a Calm subscription for the employee and up to five family members or friends.