Hospitality Success Manager: AI-Driven Growth & Renewals

Wirely Pty Ltd; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Wirely Pty Ltd is seeking a Customer Success Manager in Sydney to own a portfolio of venues, drive adoption of wirely.ai, and lead onboarding, training and renewal activities. The role blends hospitality insight with AI-enabled customer success, working in a hybrid model from our Sydney office.

You will build trusted relationships with operators and head-office stakeholders, manage renewals, identify expansion opportunities, and advocate for continuous product improvements.

Qualifications

• Hospitality industry experience, ideally across clubs, pubs, hotels or multi-venue operations.
• Confident using AI tools, or keen to learn quickly as a core part of your work.
• SaaS Customer Success or Account Management experience is a plus.
• Strong customer-facing communication skills with the ability to build trusted relationships.
• Commercial judgement; confident managing renewals and expansion opportunities.
• Ability to proactively manage a portfolio from onboarding through to renewal.

Responsibilities

• Lead onboarding for new customers, coordinating setup, training and enablement to accelerate time-to-value and go-live.
• Drive adoption of wirely.ai modules and capture best practices to scale support.
• Own a portfolio end-to-end, maintain account health, risks, opportunities and engagement.
• Manage renewals and implement save plans to support retention.
• Identify expansion opportunities by understanding customer needs and connecting them to wirely.ai capabilities.
• Capture customer feedback and share insights with Product and CS leadership.

Skills

Hospitality experience

Customer focus

Communication skills

Account management

Renewals management

Stakeholder management

Education

Hospitality or related ops experience

Tools

CRM software

Job description

Wirely Pty Ltd is seeking a Customer Success Manager in Sydney to own a portfolio of venues, drive adoption of wirely.ai, and lead onboarding, training and renewal activities. The role blends hospitality insight with AI-enabled customer success, working in a hybrid model from our Sydney office.

You will build trusted relationships with operators and head-office stakeholders, manage renewals, identify expansion opportunities, and advocate for continuous product improvements.