Senior Customer Success Operations Analyst

TL;DR

Senior Customer Success Operations Analyst: Executing key initiatives to mature and scale a Global Customer Success Organization with an accent on designing scalable frameworks and operationalizing premium service offerings. Focus on defining strategic projects, ensuring optimal models, and driving accountability by measuring results across post-sales systems.

Location: We are focused on candidates located in Eastern time zone. Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship. This role does not offer visa sponsorship.

Salary: $120,000–$165,000 USD

Company

hirify.global is the fastest-growing startup ever, on a mission to help organizations secure cloud environments and protect the infrastructure of hundreds of customers, including over 50% of the Fortune 100.

What you will do

• Define strategic projects and process improvements based on feedback from Success teams.
• Work cross-functionally to support operational programs aligned to overall organizational strategy.
• Manage scalable “run the business” activities of the Success organization, including Reporting and tools for customer health, retention, and expansion.
• Be responsible for data integrity across post-sales systems (Salesforce, CS Platform, Looker, etc.) relating to Success programs and processes.

Requirements

• 5+ years' experience supporting CS operations activities, preferably in high-growth SaaS environments.
• Strong knowledge of Salesforce, CS Systems (CS Platform, BigQuery, Zendesk, Looker).
• Experience with customer health, adoption, and Success KPIs and scaled programs.
• Proven track record of building trust and communicating effectively with a wide variety of stakeholders.
• Deep understanding of global success models and workforce planning.
• Strong analytical skills with the ability to build and interpret reports, dashboards, and KPIs.

Nice to have

• Experience with cloud security or cybersecurity.

Culture & Benefits

• Competitive package of benefits and programs to support you and your family in the US.
• Medical, dental, and vision insurance.
• 401(k) Retirement Savings Plan with employer match.
• Flexible paid time off + 11 paid holidays.
• Home Office Setup reimbursement and Monthly Connectivity reimbursement.
• Paid leave programs, including parental, pregnancy health, medical, and bereavement leave.