Manager, Success Strategy & Ops (SaaS)

TL;DR

Manager, Success Strategy & Ops (SaaS): Measuring and forecasting customer satisfaction and engagement to drive operational strategy and maximize ROI for hirify.global users, with an accent on data-driven insights and process enhancements. Focus on generating and presenting insights to senior leadership, solving complex customer pain points, and fully owning high-impact initiatives.

Location: Glendale, CA (Onsite)

Salary: $136,600 USD – $182,600 USD (for candidates residing in the United States)

Company

hirify.global is a high-growth tech company in the SaaS space that values diversity and uniqueness.

What you will do

• Take ownership over measuring weekly, monthly, and quarterly performance and forecasting customer satisfaction and engagement.
• Use SQL / Tableau to construct data sets and build dashboards to report on Customer Success program health and key initiatives.
• Generate and present insights and recommended actions to senior leadership to drive outcomes for the Customer Success team.
• Be forward-thinking on business cases and problems to gear the Customer Success team for solutions (e.g., process enhancements, systems enablement).
• Drive customer-facing strategy to maximize ROI, increase adoption of new features, and reduce churn risks for hirify.global users.
• Fully own high-impact initiatives, driving them from opportunity identification and strategic incubation to ongoing execution and iteration.

Requirements

• 4-6+ years of work experience in high-growth tech companies and/or management consulting.
• Functional experience in operations / business operations / revenue operations / FP&A within the SaaS space is preferred.
• Strong experience with Excel/GSheets, Tableau, and SQL for running quantitative analyses and publishing findings in dashboard format.
• Experience in one or more Customer Success platforms (e.g., Gainsight, ChurnZero, Planhat) is preferred.
• Ability to distill complex issues into concrete action plans, manage execution, and drive results.
• Ability to balance getting details right while still moving fast in dynamic working environments.

Culture & Benefits

• Flexible time off with ample learning and development opportunities and a comprehensive onboarding program.
• Leadership training for Titans at all levels and a recognition program through Bonusly and peer-nominated awards.
• Company-paid medical, dental, and vision benefits (with 100% employer paid options and 90% coverage for dependents).
• FSA and HSA options, 401k match, and telehealth options including memberships to One Medical.
• Support for all stages of life, including parental leave, up to $20k in fertility services, surrogacy/adoption reimbursement, and on-demand maternity support.
• Pet insurance, legal advisory services, and financial planning tools.