Customer Success Operations Analyst (SaaS)

Location: Boston, MA; Denver, CO; or San Francisco, CA, US. The role may require up to 10% travel for onboarding, client or partner work, team meetings, and industry events.

Base salary: $73,600–$110,400 USD annually, depending on skills, experience, education or training, and work location. Additional compensation may include bonuses, variable compensation, equity, sign-on payments, and benefits.

Company

hirify.global develops technology that makes first-party data accessible and actionable for personalized ecommerce experiences and beyond.

What you will do

• Maintain headcount and capacity models as hiring, attrition, and customer book growth change.
• Support Customer Success territory planning, account assignments, quarterly rebalancing, and reassignments.
• Maintain consistent assignment data across Salesforce, Gainsight, and reporting systems.
• Build weekly, monthly, and quarterly business review inputs, renewal operations reporting, dashboards, and reports.
• Analyze churn drivers, coverage gaps, capacity strain, renewal risks, and retention outcomes, providing recommendations to leaders.
• Automate recurring data pulls and reports, document processes, and align definitions with Sales Ops, Finance, and Data teams.

Requirements

• 3–5 years of experience in Customer Success Operations, Sales or Revenue Operations, FP&A, or analytics supporting a go-to-market team; SaaS experience is preferred.
• Strong SQL skills and comfort with Tableau or a similar business intelligence tool.
• Experience with Salesforce and Gainsight.
• Advanced spreadsheet skills, including building reliable capacity models that others can use.
• Ability to explain data clearly to CSMs, directors, and VPs and translate metrics into implications for each audience.
• Strong attention to detail, ability to work quickly, curiosity about the reasons behind metric changes, and ability to build maintainable tools and processes.

Nice to have

• Experience with territory design, account assignment, or capacity planning.
• Experience supporting renewals or retention teams.
• Familiarity with health scoring or segmentation.
• Python or Snowflake experience.

Culture & Benefits

• Collaborative work across Customer Success leadership, Sales Ops, Finance, and Data teams.
• Comprehensive health, welfare, and wellbeing benefits based on eligibility.
• Potential annual cash bonus, variable compensation for eligible roles, equity, and sign-on payments.
• Up to 10% planned travel may be required for onboarding, client or partner work, team meetings, and industry events.
• AI use is expected to account for privacy, security, bias awareness, and human-in-the-loop practices; accommodations are available as needed.

Hiring process

• Applicants participating in the interview process must read, understand, and follow hirify.global’s guidelines for using AI in the interview process.
• Submitting an application constitutes consent to processing personal data under hirify.global’s Job Applicant Privacy Notice.