Manager Scaled Customer Success Strategy & Operations

TL;DR

Manager Scaled Customer Success Strategy & Operations: Lead and design scalable customer success programs for hirify.global's micro-SMB customers with an accent on data-driven activation strategies, automation, and team leadership. Focus on building dashboards, improving self-service onboarding, and managing a high-performing team to drive activation, retention, and customer satisfaction at scale.

Location: Remote (US), San Francisco, CA, New York, NY with relocation support to NYC or SF

Salary: $146,600 - $234,000

Company

hirify.global is a fintech startup providing a financial operations platform combining payments, corporate cards, procurement, and automated bookkeeping with AI-driven intelligence.

What you will do

• Own and evolve self-service onboarding and activation strategy in partnership with leadership and product teams.
• Use data to diagnose bottlenecks, build dashboards, and drive data-backed recommendations.
• Lead customer education programs including trainings, video content, and chatbot optimization.
• Improve systems and team efficiency through automation and applied AI initiatives.
• Manage, coach, and develop a team of 6–8 Scaled Customer Success Managers.
• Partner cross-functionally to align scaled strategy with company goals.

Requirements

• Must have 4+ years in consulting, CS operations, revenue or business operations, or strategy within high-growth B2B SaaS
• 2+ years of people management experience leading high-performing CS or operations teams
• Proven success building or optimizing scalable programs and processes.
• Strong analytical skills to turn data into dashboards and measurable outcomes.
• Skilled at cross-functional leadership and influencing senior stakeholders.
• Location: Must be based in the US or able to relocate (relocation support provided)

Nice to have

• Customer-facing or quota-carrying experience with a track record of exceeding goals.
• Experience building education content, webinars, or scaled training programs.

Culture & Benefits

• 100% medical, dental & vision insurance coverage for employees; partial for dependents.
• 401k with employer match.
• Flexible PTO and parental leave.
• Wellness and WFH stipends.
• Fertility HRA up to $5,000 per year.
• Relocation support to NYC or SF.