Customer Success Operations Manager (SaaS)

TL;DR

Customer Success Operations Manager (SaaS): Leading a team of Optimization Specialists and Revenue Consultants to deliver strategic advisory for hotel commerce platform users with an accent on revenue growth, technology adoption, and customer retention. Focus on building comprehensive revenue optimization strategies, translating complex data into actionable pricing and demand forecasting insights, and scaling operational best practices across the organization.

Location: Hybrid (Manila, Philippines)

Company

hirify.global is the world’s leading open hotel commerce platform, helping over 50,000 hotels across 150+ countries streamline their online booking and distribution.

What you will do

• Lead, mentor, and develop a hybrid team of Team Leads and Revenue Consultants across multiple global locations.
• Design and implement revenue optimization programs that drive RevPAR improvements and maximize gross booking value for clients.
• Provide actionable insights regarding pricing, channel mix, demand forecasting, and competitive positioning.
• Collaborate cross-functionally with Product, Engineering, and Operations teams to refine and scale optimization strategies.
• Oversee program delivery and monitor key performance indicators to ensure targets are consistently met or exceeded.
• Translate complex data analytics into clear, impactful strategies for both individual hospitality accounts and large-scale programs.

Requirements

• 5+ years of experience in hotel revenue management, hospitality tech, or strategic account management.
• 2+ years of experience in a leadership role managing senior contributors and frontline teams.
• Strong analytical and technical proficiency with Excel, SQL, BI platforms, and Salesforce reporting.
• Deep understanding of hotel revenue management, pricing strategies, channel distribution, and demand forecasting.
• English: Fluent proficiency required.
• Proven track record of building programs from scratch and driving measurable revenue results.

Nice to have

• CRME or CHRM certification.
• Prior experience in BPO operations or hotel operations.
• Experience leading teams distributed across multiple time zones.

Culture & Benefits

• Equity packages providing a stake in the company’s success.
• Hybrid working model balancing in-office and remote flexibility.
• Comprehensive mental health and well-being initiatives.
• Generous parental leave policy for primary and secondary caregivers.
• Dedicated paid leave for birthdays, studies, and volunteering.
• Access to Employee Resource Groups and a strong focus on professional growth and training.