Senior Renewals Operations Manager, Customer Success (SaaS)

TL;DR

Senior Renewals Operations Manager, Customer Success (SaaS): driving the effectiveness and scalability of the global Customer Success organization with an accent on process excellence, data-driven execution, and operational consistency. Focus on optimizing the CSM experience, reducing operational friction, and leveraging AI-driven analytics to improve retention and predictability.

Location: Hybrid in Costa Rica

Company

hirify.global is the Data and AI Trust Company, specializing in data resilience and security posture management to enable the acceleration of safe AI at scale.

What you will do

• Act as an operational partner to leadership, translating strategy into scalable global execution.
• Own and evolve the global Customer Success operating model and the rhythm of the business to identify churn risk.
• Define and track KPIs and leading indicators for customer health, retention, and expansion.
• Enhance the end-to-end CSM experience by improving workflows, tools, and processes.
• Drive cross-functional alignment across Renewals, Support, Professional Services, and Sales.
• Leverage AI-driven analytics and predictive models to improve predictability and surface expansion opportunities.

Requirements

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

Nice to have

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

Culture & Benefits

• Comprehensive health coverage (medical, dental, vision) fully funded for employees and dependents.
• Generous leave: two weeks paid vacation, 12 statutory holidays, and 4 extra "hirify.globale Days".
• Strong parental leave policies and fertility, adoption, and surrogacy support.
• Financial security through life insurance (24x monthly salary) and statutory retirement contributions in Costa Rica.
• Professional growth via LinkedIn Learning, O’Reilly, and an annual Global Day of Learning.
• Daily cafeteria subsidy and 24 paid volunteer hours annually.