Manager, Customer Experience Operations (SaaS)

TL;DR

Manager, Customer Experience Operations (SaaS): Designing and running operational systems, processes, and insights to drive retention, expansion, and customer health across the portfolio with an accent on strategy, data, and execution. Focus on building scalable programs, turning messy data into clear insights, and being the operational backbone of a high-growth team.

Location: Remote (Canada)

Salary: $268,000 - $268,000 CAD

Company

hirify.global is building the new Internet by delivering software that makes it easy to securely interconnect people and their devices, no matter where they are.

What you will do

• Own the operational rhythm of the Customer Experience organization, including reporting, renewal forecasting, and tooling.
• Design and implement the customer journey alongside Product, Marketing, and other cross-functional partners.
• Define and implement customer health scoring models that incorporate product usage, support signals, and engagement data.
• Translate data signals into proactive recommendations, surfacing trends in customer health, churn risk, product adoption, and team performance.
• Work cross-functionally with Revenue Operations, Finance, Product, and Marketing to support operational programs aligned to broader organizational strategy.
• Develop and operationalize lifecycle programs and playbooks across CS, CSE, and Support covering onboarding, success plans, risk mitigation, and renewals.

Requirements

• 5 to 8+ years of experience in Customer Success Operations, Revenue Operations, or a related GTM operations role, preferably in a high-growth B2B SaaS environment.
• Strong working knowledge of Salesforce (required) and a CS platform such as Gainsight, Planhat, or Totango.
• Proficiency with BI and analytics tools such as Looker, with the ability to build reports and dashboards independently.
• Familiarity with support tooling such as Jira Service Management.
• Strong analytical skills with the ability to build and interpret complex data, identify the key insights, and communicate them clearly to any audience.
• Excellent written and verbal communication skills with the ability to manage multiple workstreams simultaneously.

Nice to have

• Experience in a high-growth startup environment.
• Familiarity with product usage analytics tools such as Amplitude or Pendo.
• Experience with PLG or hybrid sales motions.
• Experience building or maturing a CS Operations function from scratch.
• Background working closely with Engineering or Support organizations.

Culture & Benefits

• Inclusive, flexible environment where you can be your authentic self.
• Competitive total compensation package, including base salary, equity, and variable commission.
• Comprehensive group benefits with no waiting period.
• Remote first company with virtual and in-person social events.
• Support for your personal and professional development with $1500 USD annually.
• Paid time off and a healthy work-life integration.