Director of Customer Success Operations - Reporting (SaaS)

Location: USA - Remote

Salary: $160,000–$201,000 annual base salary, with additional bonus eligibility.

Company

hirify.global provides reporting, analytics, and performance management solutions for finance and data teams across more than 32,000 organizations.

What you will do

• Consolidate customer health signals, including usage, engagement, support incidents, and expansion opportunities, to provide weekly visibility into account and cohort health.
• Track GRR and NRR by product, segment, and cohort, identify performance variances, and forecast end-of-period results.
• Identify at-risk accounts and cohorts, coordinate targeted interventions, and track remediation through completion.
• Analyze churn trends and root causes across product, onboarding, support, pricing, and renewal processes.
• Partner with customer success, product, and marketing to design and execute retention and expansion programs.
• Maintain dashboards and provide the General Manager with regular reporting, recommendations, and escalation insights.

Requirements

• Seven to ten years of experience in customer success operations, retention analytics, or a similar role in a high-volume B2B SaaS environment.
• Deep understanding of SaaS metrics, including GRR, NRR, CAC payback, churn drivers, and cohort analysis.
• Experience supporting programmatic or high-volume customer bases of 100 or more accounts.
• Strong analytical and data visualization skills, with comfort using SQL, BI tools, and statistical analysis.
• Experience designing and tracking retention initiatives or campaigns at scale.
• Strong communication, project management, and cross-functional collaboration skills.

Culture & Benefits

• Full-time employment with flexible work arrangements.
• Health insurance and 401(k).
• Professional development support.
• Bonus structure includes 20% of base salary tied to GRR and NRR targets for the Reporting cohort.
• Background checks are required where permitted by applicable law.