Senior Manager, Customer Success Operations

Location: Hybrid in Austin or New York, United States

Salary: USD 152,991–182,414 per year

Company

hirify.global operates in the AI-driven commerce landscape, supporting customer outcomes through Customer Success, revenue operations, and customer intelligence systems.

What you will do

• Lead, coach, and develop a CS Operations team comprising a CS Analyst and a Gainsight Administrator; set goals, manage priorities, and oversee intake.
• Own the Customer Success metrics framework covering retention, churn, customer health, adoption, time-to-value, and risk forecasting; establish segment and regional benchmarks.
• Govern the CS technology stack, including Gainsight, Staircase AI, Salesforce, and Gong, ensuring clean data flows, documentation, and system reliability.
• Convert conversation, relationship, sentiment, usage, and support signals into risk and opportunity alerts for CSMs.
• Design and implement AI-assisted and agentic workflows for account research, QBR preparation, call summarization, risk detection, renewal preparation, and data hygiene, with defined success metrics and human-in-the-loop guardrails.
• Improve renewal forecasting, coverage, segmentation, CSM capacity, playbooks, enablement, and voice-of-customer insights in partnership with CS, Sales, Support, Product, Finance, and Revenue Operations.

Requirements

• 5+ years of professional experience in Customer Success, Customer Success Operations, or a closely related post-sale role, including at least 2 years in a CS or CS Operations function.
• 2+ years leading, managing, or formally mentoring analysts, administrators, or CSMs, with a record of developing people.
• Strong working knowledge of Gainsight and hands-on Salesforce experience, plus experience with Gong and Staircase AI or similar conversation and relationship intelligence tools.
• Strong analytical skills and a proven record of measuring and benchmarking retention, churn, NRR/GRR, customer health, and adoption metrics and translating data into decisions.
• Experience with SaaS or subscription-based business models, ideally serving enterprise customers.
• Ability to prioritize competing requests, communicate clearly with CSMs and executives, and collaborate across Sales, Support, Product, Finance, and Revenue Operations.

Nice to have

• Prior experience as a CSM or CS leader.
• Experience designing, piloting, or scaling AI-assisted or agentic workflows in a CS or revenue organization.
• Experience building an Operations or Analytics team, managing a technical administrator, or leading change management and CS enablement.
• Strong SQL and BI skills, such as Snowflake, Tableau, or Looker.
• Experience in ecommerce, retail, marketing technology, UGC/reviews platforms, or supporting a global CS team.

Culture & Benefits

• Full-time position in the Global Revenue / Revenue Operations department.
• Hybrid work arrangement in Austin or New York.
• Cross-functional collaboration with Customer Success, Sales, Support, Product, Finance, and Revenue Operations.