TL;DR

Director, Post Sale Operations: Leading planning, strategy, and insights for the Customer Success organization, focusing on optimizing operational engines, analyzing data, and delivering insights for retention and customer health. Focus on defining operating models, managing performance metrics, and optimizing the CS tech stack to ensure alignment and a unified customer experience.

Location: Hubs in Los Angeles, Toronto, and Raleigh with hybrid work schedules. Remote candidates must be based in the United States.

Salary: $137,000 - $185,000 annual salary + equity and bonus

Company

%hirify_global% is a commercial trade platform transforming the multi-billion dollar commercial contracting industry with AI-driven tools, backed by significant funding and a $1 billion valuation.

What you will do

Define and execute the operating model for the Customer Success organization, including capacity frameworks and escalation processes.
Lead strategic planning for CS, encompassing annual planning, segmentation, and coverage models.
Develop and maintain key post-sale performance metrics, such as customer health scoring and churn forecasting.
Own the CS tech stack strategy, optimizing tools like Gainsight, Salesforce, and Gong for effectiveness.
Work cross-functionally with Sales, Implementation, Support, Finance, RevOps, and Product to ensure alignment and customer experience.

Requirements

8+ years of experience in Customer Success, Revenue Operations, or similar roles in B2B SaaS.
Proven leadership experience supporting or leading Customer Success organizations.
Ability to build and operationalize frameworks for retention, capacity modeling, and post-sale metrics.
Strong analytical and technical foundation, including Salesforce, Gainsight, and BI/reporting tools.
Exceptional stakeholder management skills, capable of influencing across functions.
Experience guiding organizations through scale and transformation.

Culture & Benefits

Generous equity grant and MacBook computer provided.
Comprehensive benefits package, flexible PTO, and hybrid work schedules.
Work from home stipend and company events.
Fast-paced, collaborative, and dynamic work environment with opportunities for growth.
Chance to work with cutting-edge technology and innovative solutions.