Customer Strategy & Operations Manager (Sustainability)

TL;DR

Customer Strategy & Operations Manager (Sustainability): Defining and improving the Customer Success operating model with an accent on OKR processes, performance metrics, and data governance. Focus on building scalable 1:n customer formats, optimizing the CS tech stack, and leading high-impact cross-functional projects.

Location: Hybrid (Munich, Germany). Must be based in or be able to relocate to Munich

Company

hirify.global is a startup focused on enabling companies to understand, act upon, and report on sustainability.

What you will do

• Define and improve the Customer Success operating model, including segmentation, lifecycle, and engagement strategy.
• Lead the CS OKR process and drive key performance metrics like NRR, NPS, and customer health.
• Act as the central CS interface to RevOps, ensuring strong forecasting, analytics, and data governance.
• Build and manage scalable customer formats and internal enablement structures.
• Own and optimize the CS tech stack, creating automated workflows and leveraging AI for insights.
• Develop and orchestrate customer communication streams and engagement events.

Requirements

• 2+ years experience in RevOps, CS Strategy, CS/BizOps, Consulting, or similar roles.
• Strong understanding of SaaS customer lifecycles, metrics, and business models.
• Hands-on experience with CRM/CS tools, ideally HubSpot.
• Proficiency with automation platforms (n8n, Make, Zapier) and a mindset for tooling at scale.
• Strong analytical skills for building and interpreting dashboards (Looker, HubSpot, PowerBI) and very good Excel skills.
• Proven ability to lead cross-functional projects end-to-end.
• Fluency in English and German.
• Must be based in or willing to relocate to Munich.

Culture & Benefits

• Hybrid work model balancing onsite collaboration with flexibility.
• Highly competitive compensation with attractive equity package.
• Access to sponsored EGYM Wellpass.
• Company contributed pension plan.
• Diverse and interdisciplinary team with strong feedback culture.
• Regular team events and outstanding team NPS.

Hiring process

• Get to know hirify.global with the People Team.
• Role introduction with the Head of Customer Success.
• Deep dive with the Head of Customer Success and team meeting.
• Offer.