Senior Renewals Operations Manager (Customer Support)

TL;DR

Senior Renewals Operations Manager (Customer Support): Driving the effectiveness, scalability, and overall experience of the global Customer Technical Support organization with an accent on process excellence, data-driven execution, and cross-functional alignment. Focus on optimizing the Technical Support Engineer (TSE) experience, implementing AI-driven analytics, and improving support health KPIs.

Location: Hybrid (Costa Rica)

Company

hirify.global is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient.

What you will do

• Act as a strategic operational partner to Customer Technical Support leadership to translate strategy into scalable execution.
• Own and evolve the global Customer Support operating model to ensure consistency across regions.
• Define and track KPIs and leading indicators to measure support health, productivity, and predictability.
• Enhance the end-to-end Technical Support Engineer (TSE) experience by improving workflows, tools, and processes.
• Drive cross-functional alignment with Renewals, Customer Success, Professional Services, Sales, and Finance.
• Leverage data, analytics, and AI-driven capabilities to deliver insights and enable automation.

Requirements

• 6+ years of experience in Sales Operations, Renewals Operations, Customer Success Operations, or similar.
• English: Bilingual proficiency required.
• Experience working with senior leadership and presenting executive-ready insights.
• Deep understanding of post-sales and renewals workflows, data, and systems.
• Advanced proficiency with CRM tools, specifically Salesforce.
• Must be based in Costa Rica to support the hybrid work model.

Nice to have

• Experience in SaaS, subscription renewals, or customer lifecycle operations.
• Familiarity with BI tools, automation platforms, and support/renewals tooling.
• Exposure to AI-driven analytics, predictive modeling, or automation.
• Experience supporting global, multi-regional teams.

Culture & Benefits

• Comprehensive health coverage (medical, dental, and vision) fully funded through INS Premium.
• Generous leave package including two weeks vacation, 12 statutory holidays, and extra global hirify.globale Days.
• Paid parental leave for fathers, birthing parents, and adoptive parents.
• Retirement and social security contributions through Costa Rica’s statutory programs.
• Life insurance (24x monthly salary), disability, and funeral coverage.
• Growth opportunities via LinkedIn Learning, O’Reilly, and an annual Global Day of Learning.