Customer Success Operations Manager (SaaS)

TL;DR

Customer Success Operations Manager (SaaS): Driving growth by supporting revenue-generating teams through insights, process improvements, and enabling self-sufficiency with an accent on improving Net Revenue Retention (NRR) goals. Focus on designing strategies, programs, and insights to empower the Customer Success organization.

Location: Available to candidates in Vancouver, Calgary, or Toronto or remote Canada locations. Hybrid work environment, with expectation for local hirify.globalns (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.

Salary: $121,600 to $182,400 CAD.

Company

hirify.global is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.

What you will do

• Serve as the primary operations business partner for the Enterprise Customer Success and Mid-Market organization.
• Design and execute strategic initiatives, programs, and projects in support of the Enterprise and Mid-Market Customer Success teams’ goals.
• Design and launch workflows for the new Enterprise segment, including defining High-Touch engagement models.
• Identify friction points in the Mid-Market segment and deploy solutions to handle higher volumes.
• Translate business requirements into technical realities in key systems (Salesforce, ChurnZero, Gainsight).
• Partner with various teams to fix "leaky buckets" in the customer lifecycle.

Requirements

• 8+ years experience in Customer Success Operations, Revenue Operations, and/or Customer Success Leadership at software companies.
• Strong understanding of key metrics for Customer Success organizations, specifically Enterprise Customer Success Management teams.
• Experience redesigning processes and leveraging AI tools to reduce administrative burden.
• Excellent organization and time management skills; experience creating and maintaining detailed project plans.
• Data-driven approach able to use data to guide and measure the business impact of your work.
• Excellent verbal and written communication skills.
• Experience as either a power user, business admin, or technical admin of a Customer Success Platform.

Culture & Benefits

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance.
• Flexible time off policy, with an encouraged 20 days off per year.
• $2000 annual counseling benefit.
• RRSP matching and RESP contribution.
• hirify.globalversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.
• We are dedicated to diversity, equity and inclusion.