Senior Customer Success Operations Analyst (SaaS)

Location: Hybrid role based in Reston, Virginia, United States

Company

hirify.global provides AI-powered SaaS solutions for higher education institutions, supporting the student lifecycle, workforce analytics, fundraising, and alumni engagement.

What you will do

• Design and improve Customer Success processes, workflows, automations, and AI-enabled operational solutions.
• Configure and optimize Gainsight, Staircase AI, and related Customer Success technology.
• Create reports, dashboards, and operational views covering customer health, risk, retention, growth, and execution priorities.
• Improve the accuracy and reliability of customer data, signals, integrations, and system-generated insights.
• Enable customer lifecycle programs such as risk management, business reviews, and success planning.
• Drive adoption through live training, documentation, job aids, video, internal communications, and change management.

Requirements

• 2–5 years of experience in Customer Success Operations, Revenue Operations, or a related analytical or operational role in a SaaS environment.
• Experience translating Customer Success processes and business requirements into scalable solutions using Gainsight, Staircase, or similar platforms.
• Strong analytical skills, including report and dashboard development and translating data into actionable insights.
• Experience designing workflows, automations, and scalable customer lifecycle programs.
• Familiarity with CRM systems such as Salesforce and with integrating data across multiple systems.
• Strong project management, communication, data accuracy, and process consistency skills.

Nice to have

• Gainsight Level 3 Certification or equivalent experience.
• Experience with API integrations and foundational data architecture concepts.
• Familiarity with higher education technology or ERP SaaS solutions.
• Experience with Snowflake, Tableau, Power BI, or other data visualization and BI tools.
• Experience supporting scaled Customer Success or digital customer programs.

Culture & Benefits

• Medical, dental, and vision coverage.
• Flexible time off, parental leave, telemedicine, and wellness programs.
• 401(k) with matching and BrightPlan savings support.
• Thrive Flex Lifestyle Account for health, financial, or learning interests.
• Education assistance, professional development opportunities, LinkedIn Learning, and employee resource groups.
• Five charitable days and caregiver support programs.