Customer Success Operations Manager (SaaS)

TL;DR

Customer Success Operations Manager (SaaS): Scaling the operational engine behind hirify.global’s Customer Success organization with an accent on designing systems, processes, and insights that power how they support and grow their customers. Focus on improving how they track customer outcomes, manage CS workflows, and surface insights that drive better decisions.

Location: Remote (US, Canada) or San Francisco/Toronto (hybrid). Preference for candidates located in the Pacific Time zone.

Salary: $144,024 – $223,828

Company

hirify.global is on a mission to close the justice gap using technology and AI, empowering personal injury lawyers and victims to get the justice they deserve.

What you will do

• Build and scale operational processes that support onboarding, retention, renewals, and customer growth.
• Develop and maintain reporting, dashboards, and performance metrics that provide visibility into key customer success KPIs.
• Lead cross-functional initiatives that improve the post-sales customer journey, collaborating with teams across Revenue Operations, Sales, Product, Finance, and Data.
• Own and optimize the Customer Success technology stack, ensuring strong data integrity and effective workflows across systems.
• Identify opportunities to improve operational efficiency through automation, process improvements, and new tooling.

Requirements

• 8+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, or a related operational role in a high-growth SaaS environment.
• Strong analytical skills, with hands-on experience building dashboards, reporting, and data models that inform business decisions. SQL proficiency is required.
• Proven ability to lead cross-functional initiatives and drive operational improvements in a fast-paced environment.
• A systems-oriented, problem-solving mindset with strong communication skills and the ability to translate data into actionable insights for business stakeholders.
• Hands-on experience with CRM and operational tools such as Salesforce, BI platforms, and customer success systems.

Culture & Benefits

• Choice of medical, dental, and vision insurance plans.
• Flexible paid time off, sick leave, short-term and long-term disability.
• 10 US observed holidays, and Canadian statutory holidays by province.
• A home office stipend.
• 401(k) for US-based employees and RRSP for Canada-based employees.
• Paid parental leave.