Director, Customer Success Operations

TL;DR

Director, Customer Success Operations: Driving operational excellence and strategic initiatives for the Customer Success team, focusing on improving business processes, managing customer retention and expansion programs, and enabling sales growth. Focus on identifying and resolving data issues, streamlining processes, and ensuring scalability for customer support teams.

Location: Must be based in the United States and authorized to work there. Visa sponsorship is not available.

Salary: $170,000–$200,000

Company

hirify.global, Inc. helps make the digital world secure, fast, and reliable through its Intelligent Operations Platform, combining AI-powered SIEM and log analytics.

What you will do

• Drive excellence by identifying, developing, implementing, and improving business processes and initiatives for Customer Success.
• Manage customer retention and expansion, onboarding, and adoption programs.
• Facilitate QBRs and maintain business metrics and reporting.
• Identify and resolve data issues in SFDC, Totango, and other systems.
• Drive initiatives to streamline processes, reduce administrative overhead, and achieve business goals.
• Partner with leadership to define and adopt governance practices.

Requirements

• 8-10+ years professional work experience, including at least 5 years in a software services or consulting Customer Success Organization.
• Excellent understanding of Customer Success processes, key metrics, and operational excellence.
• Strong analytical, problem-solving, organizational, and time management skills.
• Experience with cross-functional collaboration and driving success in a matrixed environment.
• Demonstrated experience with Google Suite, MS Excel, Salesforce.com, and Looker or similar analytical software.
• Excellent written and verbal communication skills.
• Bachelor’s Degree in Business Administration, Finance, Accounting, or equivalent work experience.
• Must be authorized to work in the United States.

Nice to have

• Prior experience with Totango or other Customer Success software.
• Understanding of accounting principles (invoicing, revenue recognition, bookings).
• Ability to analyze data and create complex, customized reports.

Culture & Benefits

• Focus on continual process and tool improvement and scalability.
• Opportunity to reduce administrative overhead and spend more time supporting customers.
• High degree of adaptability and flexibility in a fast-paced, rapidly changing environment.
• Positive, high-energy attitude, independence, and ownership of all tasks.
• Eligible for bonus or commission plans, benefits offerings, and equity awards.