Customer Success Operations Manager (SaaS)

TL;DR

Customer Success Operations Manager (SaaS): Driving growth by accelerating revenue-generating and revenue-retaining teams, providing insights, and enabling innovation. Focus on designing strategies, programs, and insights that empower the Customer Success organization to exceed Net Revenue Retention goals by building workflows for new Enterprise segment.

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 minimum twice per week.

Salary: $128,100 to $192,100 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

• Serve as the primary operations business partner for the Enterprise Customer Success and Mid-Market organization.
• Execute planning and own strategic initiatives 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 and automating Executive Business Review (EBR) prep.
• Identify friction points in the Mid-Market segment and deploy solutions to handle higher volumes, leveraging AI and automation.
• Partner with the GTM Systems team to translate business requirements into technical realities in key systems like Salesforce, ChurnZero, and Gainsight.
• Lead connective tissue projects that span teams, partnering 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 business acumen and understanding of key metrics for Enterprise Customer Success Management teams.
• Experience redesigning processes and leveraging AI tools to reduce administrative burden.
• Excellent organization and time management skills with experience in project planning.
• Data-driven approach able to use data to guide and measure business impact.
• Customer Success Tooling Experience: Experience as either a power user, business admin, or technical admin of a Customer Success Platform (ex: Gainsight, ChurnZero)

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.
• EAP benefits for you and household members, including counseling and online resources.
• 401k matching and Child Education Savings.
• hirify.globalversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.