Customer Success Operations Lead

TL;DR

Customer Success Operations Lead (SaaS): Own the operational health of the customer base and drive continuous process improvements to protect and grow recurring revenue with an accent on retention forecasting, churn analysis, and CSM KPIs. Focus on strategic partnering with global CS leadership, managing reporting and ad hoc analysis, and optimizing lifecycle management and performance incentives.

London / Hybrid

Company

hirify.global is the all-in-one experience intelligence platform helping organizations understand customers’ online journeys, with a global presence across 15 offices.

What you will do

• Act as primary Business Partner to VP Customer Success EMEA & Americas, supporting regional directors and managers worldwide.
• Lead retention forecasting, CSM data operations, churn and downsell analysis.
• Manage reporting requirements, ad hoc analysis for executive decisions, accounts allocation, handover tracking, and CSM KPIs.
• Handle quotas, commission inquiries, exceptions, meeting agendas, QBRs, All Hands, and off-sites.
• Liaise with ISD team on tool requirements, internal communication, and system workflows for CS needs.

Requirements

• Strong written and verbal English communication skills, ability to translate complex data into actionable insights.
• Advanced experience with Salesforce (reporting, dashboards, data architecture) and Gainsight (Success Plans, Playbooks, Health Scoring).
• 3–5 years in Revenue Operations, Sales Operations, or CSM Operations in SaaS.
• Exceptional analytical rigor with GTM business approach to data; solve risks at scale.
• Proven project management in cross-functional, fast-paced environment with competing priorities.
• Proactive self-starter identifying friction in customer lifecycle and proposing scalable solutions.

Culture & Benefits

• Hybrid and remote work policies with work flexibility.
• Generous paid time-off policy, lifestyle allowance, stock options for full-time employees.
• Virtual onboarding, Hackathons, social events, offsites, Culture Crew activities.
• Multiple Employee Resource Groups for support and advocacy.
• Career development, mentorship, philanthropic activities, benefits tailored to each country.