Director, Customer Journey Operations

TL;DR

Director, Customer Journey Operations (SaaS): Leading the operational backbone of the Customer Solutions and Success organization with an accent on improving customer outcomes, organizational efficiency, and business performance. Focus on designing and implementing scalable processes for onboarding, adoption, renewals, and expansion management.

Location: Remote - USA

Salary: $170,000 - $200,000

Company

hirify.global is the leading safety technology platform, helping communities thrive by taking a proactive approach to crime prevention and security.

What you will do

• Define and measure operational strategies to improve customer outcomes and business performance.
• Translate customer success strategies into executable plans with clear KPIs.
• Design and refine scalable processes for onboarding, renewals, and risk mitigation.
• Build and maintain operational dashboards to provide insights into customer health and growth opportunities.
• Optimize the Customer Success tech stack to support reporting, workflows, and decision-making.
• Act as an operational liaison between CS and other functions to improve customer experience continuity.

Requirements

• Experience: 10+ years in customer success, CS operations, revenue, or go-to-market operations in B2B SaaS, with 3–5 years in leadership.
• Proven ability to influence strategic decisions and work collaboratively across functions.
• Technical Proficiency: Hands-on experience with CRM and CS platforms (e.g., Salesforce, Gainsight) and BI/reporting tools.
• Analytical Skills: Strong analytical and strategic thinking skills with a data-driven approach.
• Communication: Exceptional verbal and written communication skills.
• Leadership: Demonstrated people leadership, prioritization, project, and change management capabilities.

Nice to have

• Experience scaling operations in a high-growth SaaS organization.
• Track record of improving key CS metrics (retention, NPS, expansion, time-to-value).
• Familiarity with customer lifecycle automation and digital engagement tools.

Culture & Benefits

• Flexible PTO and 11 company holidays.
• Fully-paid health benefits plan for employees, including Medical, Dental, and Vision, and an HSA match.
• 12 weeks of 100% paid parental leave, with additional physical recovery time for birthing parents.
• Fertility & Family Benefits: Partnered with Maven, providing a $50,000-lifetime maximum benefit for eligible adoption, surrogacy, or fertility expenses.
• $150 per month WFH Stipend.
• $300 per year Productivity Stipend for Audible, Calm, Masterclass, Duolingo, and more.