Customer Success Team Lead (SaaS)

Location: Sydney, hybrid

Company

hirify.global provides always-on brand tracking and affordable brand intelligence through a SaaS platform, serving more than 1,000 brands across Australia, New Zealand, the United States, and the United Kingdom.

What you will do

• Lead a pod of 3–6 Brand Champs while managing a small portfolio of key customer accounts.
• Join strategic customer conversations and translate brand health insights into clear stories for senior stakeholders.
• Drive renewals, expansion, gross and net retention, and strong customer health outcomes.
• Own forecasting, reporting, save plans, customer allocations, and escalation management.
• Coach Brand Champs through 1:1s, pod stand-ups, feedback, performance, and development conversations.
• Hire and onboard new Brand Champs, surface customer and product feedback, and contribute to CS-wide initiatives.

Requirements

• 8+ years managing a portfolio of clients and creating value for marketers through customer success, brand or marketing strategy, or account management.
• 2+ years leading a team of 3–6 direct reports in a high-growth or SaaS environment.
• Experience with customer relationships, commercial thinking, forecasting, renewals, and expansion.
• Curiosity, data-informed decision-making, customer focus, calmness under pressure, humility, and comfort with ambiguity.
• Interest in brand and marketing and a strong interest in people leadership.

Nice to have

• Agency experience in advertising, media, or research.

Culture & Benefits

• Kind, ambitious, generous, and collaborative working environment.
• Hybrid work in Sydney.
• Up to 20% commission on top of base compensation.
• Annual full-cycle compensation reviews and rolling promotions.
• Benefits package, generous ESOP, and a pet-friendly workplace.