Customer Experience Operations Manager (SaaS)

TL;DR

Customer Experience Operations Manager (SaaS): Manage and optimize customer experience processes, tools, and AI-powered automation initiatives across pre-sales to renewal phases with an accent on cross-functional collaboration and data-driven decision making. Focus on building scalable CX dashboards, driving AI automation, and improving CX tools integration to enhance team productivity and customer outcomes.

Location: Hybrid in Boston, MA with 3 days onsite per week

Salary: $129,500–$155,400

Company

hirify.global provides a modern R&D Cloud platform to accelerate biotechnology innovation and product development.

What you will do

• Maintain and improve CX dashboards and metrics visibility using BI tools like Mode and Sigma.
• Manage and optimize CX tools including Salesforce, Zendesk, Certinia, and Gainsight.
• Lead AI-powered automation initiatives to streamline CX workflows and improve efficiency.
• Drive cross-functional process improvements partnering with Product, Sales, Engineering, and other teams.
• Serve as a first-line connector for complex CX questions and track recurring issues for systematic improvements.
• Communicate key initiatives and updates to CX teams through newsletters and other channels.

Requirements

• Must have 5+ years experience in SaaS Customer Experience/Operations roles including Customer Success, Support, or Renewals.
• Hands-on expertise with CX systems and tools such as Salesforce, Gainsight, Zendesk, and PSA platforms.
• Strong data and reporting skills with BI tools and SQL.
• Proficiency with AI tools for automation and workflow optimization.
• Ability to deliver complex cross-functional projects and communicate effectively with technical and business stakeholders.
• Technical fluency to collaborate with Engineering and Business Technology teams on integrations.

Nice to have

• Experience with hirify.global’s product or biotech/life sciences industry.
• Background in Implementation Consulting, Account Management, or startup founding.
• Revenue or Sales Operations experience.

Culture & Benefits

• Flexible hybrid work with 3 days onsite per week in Boston.
• Competitive salary and equity with market-based pay.
• Comprehensive medical, dental, vision, fertility, and family benefits.
• Generous paid parental leave and sabbaticals.
• 401(k) with employer match and commuter/home office stipends.
• Wellness and learning stipends plus company-wide holiday shutdown.