Global Customer Success Operations Lead

Location: Hybrid in Barcelona or Madrid, Spain. Remote work and flexible hours may be available depending on the role and team. Applicants must already have the legal right to work in their country of residence or the role location; visa sponsorship is not available.

Company

hirify.global Group operates a global healthcare platform connecting patients with doctors through marketplaces, SaaS products, and AI tools across 13 countries.

What you will do

• Lead and grow a team of 5 CS Operations analysts using agile workload management, coaching, and accountability for business impact.
• Partner with local Customer Success and RevOps teams across 13 markets, managing intake, prioritisation, stakeholder communication, and trade-offs.
• Design end-to-end CRM processes for onboarding, retention, and expansion, measuring outcomes related to churn, win rate, MRR, and productivity.
• Lead the remaining HubSpot-to-Salesforce migrations through mid-2027 and then optimise Salesforce as the single CS platform.
• Partner with Salesforce development and other technology teams to define prioritised requirements, plan quarterly capacity, and favour standard solutions over unnecessary customisation.

Requirements

• 7–10 years of professional experience, including 5+ years in Revenue Operations, Customer Success or Sales Operations, or CRM process design, plus 2+ years leading teams.
• Strong hands-on Salesforce experience with objects, flows, automation, and reporting; sufficient to design processes and challenge development solutions.
• Experience managing stakeholders across countries or business units and building trust while making difficult prioritisation decisions.
• Strong understanding of SaaS metrics, including churn, MRR, win rate, and productivity.
• Experience prioritising high-volume request backlogs using a clear, data-backed framework.
• Experience with CRM migrations or large CRM implementations, including change management with end users.
• Comfort working with data to size impact and measure results through reports and dashboards.
• Professional fluency in English.
• Strategic, structured, pragmatic, business-first, entrepreneurial, and empowering leadership approach.

Nice to have

• Salesforce Administrator or Consultant certification.
• SQL experience.
• Spanish and/or Portuguese.
• Experience in technology companies, startups, or SaaS with multi-country operations.
• Experience with HubSpot or Salesforce integrations.
• Curiosity about healthcare.
• Interest in applying AI and automation to improve Customer Success productivity.

Culture & Benefits

• Healthcare insurance, wellness support, gym memberships, mental health support, and paid time off including vacation and birthday leave.
• Local benefits may include meal vouchers, transport allowances, and extended parental leave.
• Career development through learning opportunities and cross-functional projects.
• Flexible hours and remote work depending on the role and team, with access to company hubs in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome, and Bologna.
• Values include results focus, ownership, simplicity, respectful honesty, learning, and curiosity.

Hiring process

• Introductory Talent Partner call, followed by a TestGorilla SHL numerical reasoning assessment.
• Hiring Manager interview, take-home Business Case with several days of preparation, and a collaborative discussion of the solution.
• Optional final interview, followed by references and an offer.