Customer Success Operations Manager (SaaS)

TL;DR

Customer Success Operations Manager (SaaS): Leading and optimizing revenue operations processes for customer success with an accent on lifecycle management, KPI measurement, and data-driven retention strategies. Focus on implementing CRM systems, managing bonus structures, and collaborating across departments to scale operational efficiency.

Company

hirify.global is a rapidly growing international Ed-Tech company producing engaging online training experiences across 10 countries.

What you will do

• Manage and streamline customer success workflows from onboarding to renewal.
• Analyze customer metrics to identify trends and develop retention strategies.
• Implement and maintain tools and systems for CS operations and data reporting.
• Collaborate with Sales, Marketing, and Product teams to align engagement initiatives.
• Own and manage bonus calculations for the Customer Success organization.
• Provide training and enablement to empower the CS team with tools and knowledge.

Requirements

• 5+ years of experience in Revenue Operations or Customer Success.
• Strong knowledge of B2B SaaS metrics and lifecycle management.
• Exceptional analytical skills and ability to translate data into strategies.
• Strong proficiency in CRM tools, specifically Salesforce.
• Experience with data visualization tools like Tableau or Power BI.
• Excellent communication and leadership skills for cross-departmental collaboration.

Nice to have

• Proven track record in process improvement and automation.
• Experience in high-growth startup environments.

Culture & Benefits

• Competitive salary with a performance-based bonus.
• 25 days of paid holiday leave.
• Flexible work environment with necessary equipment provided.
• Unlimited access to hirify.global and MyAcademy resources for development.
• Mental health support via OpenUp.
• Pension and disability coverage.
• Annual paid Do-Good Day for volunteering.

Hiring process

• Application submission.
• Response from the recruitment team within 5 working days.