Customer Success Specialist

TL;DR

Customer Success Specialist: Own onboarding and ongoing success for hirify.global customers across APAC with an accent on guiding customers to their first value milestone, managing account health to mitigate churn, and resolving complex issues through proactive engagement. Focus on delivering tailored strategy and training, coordinating escalations when needed, and driving continuous improvement across multiple client journeys.

Location: Hybrid (Sydney); local hirify.global offices (Vancouver, Calgary, Toronto, Dublin and Sydney) expected in office at least twice per week

Salary: $88,000–$103,500–$119,000 AUD

Company

hirify.global is a global legal AI technology company helping legal professionals and law firms work smarter, faster, and more securely.

What you will do

• Run tailored strategy and training sessions to ensure customers adopt hirify.global products across APAC segments.
• Drive customers toward their “first value” milestone and deliver a seamless onboarding experience throughout the ownership window.
• Customize onboarding journeys to each firm’s needs while balancing structure and flexibility.
• Manage multiple client journeys, monitor account health, and proactively mitigate churn risks.
• Handle inbound customer requests via phone, email, and chat to maintain high CSAT and First Call Resolution.
• Diagnose and resolve complex customer issues, escalating to Technical Escalations only when needed, and capture product feedback for the Product team.

Requirements

• 3+ years of customer-facing experience in a B2B or Enterprise SaaS environment as a Customer Success Specialist, Onboarding Specialist, Support Specialist, or similar role.
• Strong communication and relationship-building skills, with the ability to tailor messaging to different technical expertise levels.
• Experience managing onboarding journeys and customer success plans, including account planning.
• Ability to prioritize and multitask effectively in ambiguous environments while meeting deadlines.
• Proven problem-solving skills to handle undocumented or complex customer issues and determine when to escalate.
• Hybrid availability: expectation to be in the office at least twice per week for local hirify.global offices (including Sydney).

Culture & Benefits

• Hybrid work environment with local office attendance at least twice per week.
• Flexible time off policy with an encouraged 20 days off per year.
• Competitive, equitable salary (exclusive of superannuation) with top-tier health benefits.
• hirify.globalversary recognition program at 3, 5, 7, and 10 years.
• Accessibility accommodations available during the recruitment process.

Hiring process

• Recruitment uses AI to streamline parts of the process, with a human always reviewing AI-generated output.
• Communication is done only via official @hirify.global.com email addresses.