Director, CS and PS Operations (SaaS)

TL;DR

Director, CS and PS Operations (SaaS): Designing and scaling systems and processes for Customer Success and Professional Services with an accent on operational excellence and AI integration. Focus on building predictive models for churn and expansion, optimizing the CS tech stack, and driving data-driven GTM decisions.

Location: Hybrid (Mountain View, CA or Chicago, IL); in-office expectation of 2-3 days per week.

Salary: $180,000 – $245,000 per year

Company

hirify.global is an AI-powered Agentic Analytics Platform that empowers enterprises to transform insights into action using natural language search.

What you will do

• Define and execute a data-driven customer success strategy to improve retention, expansion, and customer lifetime value.
• Design and optimize end-to-end customer workflows from onboarding to renewal using automation and AI.
• Develop dashboards and predictive models for churn, expansion, capacity, and headcount planning.
• Own and prioritize the CS tech stack, focusing on AI-enabled platforms to increase productivity.
• Collaborate with Sales, Product, and Marketing to create a unified customer view for GTM decisions.
• Lead executive reporting, QBRs, and annual planning, providing insight-driven narratives to leadership.

Requirements

• 8+ years in Customer Success Operations, RevOps, or related SaaS leadership roles.
• Proven experience scaling post-sales functions in high-growth environments.
• Deep understanding of SaaS metrics including NRR, GRR, churn, and expansion.
• Strong fluency in data, analytics, and the ability to translate insights into action.
• Demonstrated AI literacy, including hands-on experience with industry-leading LLMs to automate tasks and improve quality.
• Experience influencing executive stakeholders and driving structure in ambiguous environments.

Culture & Benefits

• Hybrid work model balancing in-person collaboration (2-3 days/week) with flexibility.
• Competitive compensation package including equity, company bonuses, or sales commissions.
• Comprehensive health benefits: medical, dental, and vision insurance.
• Retirement savings via a 401(k) plan.
• Culture built on trust, customer obsession, innovation, and intensity.