Manager, Customer Success Operations

TL;DR

Manager, Customer Success Operations (SaaS): Leading a team focused on designing and implementing strategic programs to optimize the Customer Launch team's effectiveness and efficiency with an accent on tech stack optimization, including implementing AI solutions. Focus on driving global operational transformation, scaling onboarding experiences, and building professional services operations from the ground up.

Location: Remote across Canada (excluding Québec) or the US. Local hirify.globalns (Vancouver, Calgary, Toronto) are expected to be in the office a minimum of twice per week.

Salary: $132,200 to $198,200 USD.

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

• Lead a team of operations experts supporting Customer Launch teams, collaborating with their leadership.
• Drive the planning and execution of strategic initiatives and projects to support the Customer Launch team's goals.
• Become an expert on key metrics and data, surfacing insights and proposing action plans.
• Identify and implement opportunities to increase efficiency and deliver an exceptional customer experience.
• Optimize the Customer Launch team's tech stack, including implementing and optimizing a new Professional Services Automation tool.
• Support cross-functional initiatives and projects to drive broader Customer Success and Go-To-Market goals.

Requirements

• 8+ years of experience in Customer Success Operations, Revenue Operations, or Customer Success Leadership at software companies, with experience in Customer Onboarding Operations or Professional Services Operations.
• Minimum 2+ years as a People Manager, with experience managing high-performing operations professionals.
• Strong understanding of key metrics for Customer Success organizations, specifically Onboarding and Professional Services teams.
• Data-driven and analytical, with the ability to use data to measure the business impact of your work.
• Excellent verbal and written communication skills, with the ability to present to stakeholders of all levels.
• Experience as a power user, business admin, or technical admin of Professional Services Automation platforms or Customer Success platforms.

Culture & Benefits

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance.
• Hybrid work environment, with expectation for local hirify.globalns to be in office minimum twice per week.
• Flexible time off policy, with an encouraged 20 days off per year.
• EAP benefits for you and household members, including counseling and online resources.
• 401k matching and Child Education Savings.
• hirify.globalversary recognition program.