Customer Success Operations Manager (SaaS)

TL;DR

Customer Success Operations Manager (SaaS): Improving systems, data, and processes that support the customer lifecycle with an accent on operational efficiency and scalability. Focus on building AI-powered workflows, designing customer health score models, and deriving actionable insights from performance data.

Salary: $107,100 — $140,000 USD

Company

hirify.global is a fast-paced SaaS company leveraging AI to enhance operational efficiency and customer experience.

What you will do

• Optimize and standardize processes and workflows to enhance customer satisfaction and operational productivity.
• Equip internal teams with necessary tools, visibility, and systems to ensure customer success.
• Provide training and support to promote standardized tool usage and best practices.
• Track key performance indicators (KPIs) and analyze data to identify trends, opportunities, and risks.
• Collaborate cross-functionally to resolve operational challenges effectively.

Requirements

• 5+ years of experience in Customer Operations supporting Customer Success teams within a SaaS company.
• Expertise with Salesforce Suite (CRM, Customer 360, Service Cloud, Communities).
• Advanced analytical skills with proficiency in Google Sheets, Excel, Sigma, Databricks, or Tableau.
• Deep knowledge of Customer Success tools such as Gainsight, Gong, Pendo, TaskRay, Smartsheet, and Asana.
• Hands-on experience building AI-powered workflows using tools like Glean agents or Claude skills.
• Proven ability to develop customer health score models and implement strategies for team efficiency.

Culture & Benefits

• Competitive base salary with potential for bonus and incentive compensation.
• Equity options.
• Comprehensive benefits package.
• Collaborative, fast-paced SaaS environment.