Senior Manager, Customer Operations (SaaS)

TL;DR

Senior Manager, Customer Operations (SaaS): Building and maintaining the operational infrastructure for the Customer Success & Experience organization with an accent on process architecture, CRM governance, and customer journey mapping. Focus on decoupling revenue growth from headcount costs, optimizing Time-to-Value, and implementing AI-driven support tools.

Location: United States

Company

hirify.global is an industry-leading hospitality revenue management SaaS platform that helps hotels, resorts, and casinos optimize revenue and boost profit.

What you will do

• Lead, coach, and develop a team of individual contributors across four Customer Operations pillars.
• Establish and run the operating rhythm for the CSX organization, including capacity planning and KPI reviews.
• Act as the primary gatekeeper for CSX requirements within the Salesforce CRM environment.
• Lead end-to-end customer journey mapping to identify friction points and reduce Cost-to-Serve.
• Oversee Knowledge Base strategy and AI-driven support tools to increase case deflection.
• Operationalize the Voice-of-Customer program, ensuring closed-loop NPS and CSAT processes.

Requirements

• 5+ years of experience in Customer Operations or Revenue Operations within a B2B SaaS environment.
• Demonstrated experience managing individual contributors in a player-coach capacity.
• Proven ability to build processes from scratch, including documentation and workflow mapping (Lucidchart, Miro).
• Strong proficiency with Salesforce, Pendo, and AI platforms.
• Ability to define and track KPIs such as NPS, CSAT, and Time-to-Value.
• Must be based in the United States.

Nice to have

• Experience within the Hospitality technology industry.
• Experience scaling B2B SaaS organizations from $50M to $100M+ ARR.
• Certification in Project Management (PMP), Change Management (Prosci), or Lean/Six Sigma.
• Experience implementing AI support tools like Forethought or Intercom Fin.