Customer Success Manager (SaaS)

Location: Remote Australia

Company

hirify.global provides hirify.globalOne subscription software for legal technology, eDiscovery, compliance workflows, and regulated industries.

What you will do

• Own customer outcomes for a portfolio of hirify.globalOne subscription accounts and prepare them for renewal with documented return on investment.
• Monitor adoption signals, utilization trends, and health scores to prioritize outreach, interventions, and risk remediation.
• Partner with Sales and Adoption Services to design adoption engagements, onboarding presentations, and advanced customer sessions.
• Lead discovery conversations and presentations that connect customer needs with relevant offerings and guide customers toward value realization.
• Design scaled customer programs, including digital communications, open trainings, asynchronous resources, and signal-triggered outreach.
• Use AI tools such as Claude and Copilot to draft communications, build templates, analyze adoption patterns, and develop ROI narratives.

Requirements

• 2–4 years of experience in Customer Success, Consulting, Account Management, or another scaled customer-facing role in a SaaS or technology environment.
• Ability to interpret adoption signals, utilization trends, and health scores and translate them into prioritized action.
• Strong written communication and the ability to adapt AI-assisted templates to different audiences.
• Outcome-driven approach with the ability to deliver value through targeted, time-boxed engagements.
• Operational discipline, including reliable Gainsight execution, timely follow-up, and proactive risk identification.
• Comfort using generative AI tools to improve work quality and scale impact.

Nice to have

• Experience in legal technology, eDiscovery, compliance workflows, or regulated industries.
• Familiarity with Gainsight, Salesforce, or equivalent customer success platforms.
• Experience designing or running scaled digital customer programs such as newsletters, webinars, or asynchronous resources.

Culture & Benefits

• Full-time remote work from Australia.
• Cross-functional collaboration with Sales, Adoption Services, segment managers, and cross-segment teams.
• Continuous documentation of experiments, learnings, and effective customer tactics.