TL;DR

Customer Success Operations Manager: Designing and maintaining scalable post-sales operational processes including onboarding, adoption, renewal, and expansion with an accent on process precision, data-driven metrics, and cross-functional collaboration. Focus on building scalable workflows, defining lifecycle stages, and driving continuous improvement initiatives.

Location: Hybrid in Austin, TX (In the office 3-4 days per week)

Company

%hirify_global% automates IT endpoint management to increase productivity, reduce security risks, and lower costs for over 30,000 customers worldwide.

What you will do

Design, document, and maintain global Customer Success operational processes including onboarding, adoption, renewal, expansion, and churn prevention
Define handoff frameworks between Sales and Customer Success with clear stage criteria, ownership, and SLAs
Collaborate with Sales Ops and Systems teams to embed processes into Salesforce and other tools
Define, track, and report on key success metrics such as Net Dollar Retention and Health Score adoption
Evaluate and improve tooling and data flows for Customer Success operations
Provide enablement, training, and documentation to scale Customer Success operations globally

Requirements

Location: Must be able to work hybrid in Austin, TX with office presence 3-4 days per week
3+ years experience in Customer Success Operations or equivalent in SaaS environment
Strong skills in process design, operational execution, and data-driven decision making
Experience with SaaS tools like Gainsight, Totango, Planhat, and Salesforce CRM
Excellent communication and cross-functional collaboration skills
Problem-solving mindset with drive for operational excellence

Nice to have

Experience in a global organization with process standardization across regions (Americas + EMEA)

Culture & Benefits

Collaborative, kind, and curious community
Hybrid remote work with flexibility
Comprehensive medical, dental, and vision insurance
401(k) plan for financial future preparation
Unlimited PTO supporting work-life balance
Opportunities for growth and advancement

Hiring process

Application review and consideration without regard to protected status
Interviews assessing skills, experience, and cultural fit