Strategic Customer Operations Operator (AI)

Location: New York or San Francisco office, with an expectation of working in the office 4 days per week.

Company

hirify.global provides an enterprise sustainability platform for climate and ESG data management, regulatory reporting, and decarbonization programs.

What you will do

• Design and implement the Customer operating model across Customer Success, Sustainability Advisory and Services, and Support.
• Build organizational design, segmentation, customer engagement, capacity, staffing, headcount planning, target-setting, and performance frameworks.
• Own retention, expansion, and services-capacity forecasting methodologies, models, and operating cadences.
• Build AI-first workflows and internal tools that reduce manual work across the customer lifecycle.
• Lead complex, multi-workstream Customer organization initiatives from problem framing through implementation and adoption.
• Partner with Customer, Product, Data, Sales, and Finance leadership to drive decisions with evidence.

Requirements

• 5+ years of GTM Operations experience at a high-growth B2B technology company, or a combination of top-tier strategy consulting and GTM Operations experience.
• Direct operational support for Customer Success teams, including knowledge of customer health scoring, renewals, customer engagement, and retention operations.
• Demonstrated strength in retention and expansion analytics, GRR/NRR forecasting, capacity planning, or Customer Success strategy.
• Strong working knowledge of Salesforce, including reports and dashboards; experience with Salesforce administration, automation, and data model design is valuable.
• Hands-on experience with GTM and BI tools such as Salesforce, Gong, and Sigma; SQL experience is valuable.
• Experience shipping AI workflows that other teams adopted and continue to use, plus the ability to influence cross-functional leaders without authority.

Nice to have

• Services, Advisory, or Support Operations experience.
• Hands-on Salesforce development, including flows and automation.
• Experience partnering with senior Customer Success leadership on targets, compensation, or coverage.
• Top-tier strategy consulting experience or experience at a high-growth B2B technology company.

Culture & Benefits

• Join a small Customer Operations team supporting a mission-oriented sustainability product.
• Work as an individual contributor with end-to-end ownership of operational initiatives.
• Employees at office locations are expected to work in the office four days per week.
• hirify.global supports an inclusive recruitment process and provides reasonable interview accommodations.

Hiring process

• Begin with one or two conversations with hirify.global team members about the company, experience, and interests.
• Continue with a role-specific skill or experience interview.
• Complete a virtual or in-person interview panel.