Director of Customer Success Operations (SaaS)

TL;DR

Director of Customer Success Operations (SaaS): Leading the strategic build-out of CS operating infrastructure and tech stack with an accent on operational excellence and revenue growth. Focus on implementing AI-driven workflows, optimizing Planhat and Gong, and aligning CS metrics with NRR and GRR KPIs.

Location: Remote (United States)

Salary: $190,000 – $210,000 USD

Company

hirify.global is a location analytics platform that provides unprecedented visibility into consumer behavior and markets for Fortune 500 companies, governments, and nonprofits.

What you will do

• Own and optimize the CS tech stack, specifically the implementation and configuration of Planhat, Gong Engage, and Gong Forecasting.
• Develop and deploy AI-driven workflows for churn prediction, automated health scoring, and sentiment analysis.
• Build a unified CS operating model aligned with NRR, GRR, churn, and expansion KPIs.
• Design and document CS playbooks, onboarding workflows, and escalation frameworks.
• Lead, mentor, and grow a CS Ops team comprising analysts and systems administrators.
• Collaborate with RevOps and Finance on headcount planning, territory design, and compensation structures.

Requirements

• 7+ years of experience in Customer Success Operations, Revenue Operations, or GTM Strategy within B2B SaaS.
• Hands-on experience implementing Planhat, including journey configuration and playbook automation.
• Deep expertise with Gong Engage and Gong Forecasting.
• Applied experience using AI tools to build workflows and automate insights.
• Fluency in Salesforce and BI tools such as Looker or Tableau.
• Must be based in the United States.

Nice to have

• Experience in high-growth SaaS with complex, multi-segment customer bases.
• Familiarity with Python, SQL, or scripting languages for data manipulation.
• Background in location analytics, data intelligence, or vertical SaaS.

Culture & Benefits

• Fully remote work environment.
• Comprehensive medical, dental, and vision coverage.
• 401K and equity awards.
• Flexible time off.
• Opportunity to work in a high-growth unicorn company with top-tier talent.