Senior Manager, Cx Operations (SaaS)

TL;DR

Senior Manager, CX Operations (SaaS): Owns data, operations, and processes powering the post-sales engine, ensuring teams operate with clarity and efficiency to deliver meaningful customer outcomes at scale. Focus on designing scalable playbooks, automated workflows, health and outcome tracking, and reporting frameworks to drive GRR, NRR, and customer health.

Location: This role is hybrid (4 days a week in our SF Bay Area offices)

Salary: $200,000 - $240,000 annually

Company

hirify.global is the Work AI platform that helps everyone work smarter with AI, powering intelligent Search, an AI Assistant, and scalable AI agents.

What you will do

• Help build our post‑sales strategy, including defining core CX roles and responsibilities, driving segmentation and coverage decisions, and owning capacity planning.
• Shape the long‑term CX operating strategy by designing and maintaining the CX metrics backbone, including dashboards and reporting for key health, retention, and expansion metrics.
• Implement and run key post‑sales cadences such as renewals forecasting, capacity and coverage reviews, and churn‑risk and health reviews, delivering business reviews with data‑driven insights on customer outcomes and performance.
• Design and refine end‑to‑end CX workflows across onboarding, implementation, adoption, risk management, expansion, and renewal, clarifying ownership, handoffs, and SLAs across CX roles.
• Own the CX tooling stack for data and insights, partnering with RevOps, Systems, and CS leadership to ensure platforms are configured to support an efficient, insight‑driven customer journey.
• Be the voice of post‑sales in cross‑functional GTM and product decisions.

Requirements

• 5+ years of experience in CX Operations, Revenue Operations, or related GTM operations roles, ideally in B2B SaaS.
• Track record of building or materially improving CS systems and processes (health scoring, renewals forecasting, playbooks, segmentation) and demonstrating measurable impact on retention, expansion, or health.
• Strong understanding of key post-sales metrics and leading indicators.
• Experience operating in high‑growth or startup environments where you’ve had to build structure in ambiguity.

Culture & Benefits

• Comprehensive benefits package including competitive compensation, Medical, Vision, and Dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan.
• Home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing.
• Foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused.
• Committed to an inclusive and diverse company.