Customer Success Operations Manager (ERP)

TL;DR

Customer Success Operations Manager (ERP): Managing de-escalation and resolution of high-risk customer issues in SaaS and ERP environments with an accent on Partner of Record (POR) change management and VAR transitions. Focus on mitigating churn, resolving complex partner disputes, and implementing retention strategies to ensure service continuity.

Location: Must be based in the US (indicated by US-specific benefits and compensation structure)

Salary: $100,000–$120,000

Company

hirify.global is a leading innovator in cloud ERP solutions designed to help small and midsized companies thrive in the digital economy.

What you will do

• Lead de-escalation of high-risk customer situations to restore confidence and stability.
• Own the end-to-end Partner of Record (POR) change lifecycle, including intake, triage, and risk assessment.
• Assess churn risk using account signals and implement targeted retention strategies.
• Resolve conflicts between customers and partners using structured communication frameworks.
• Coordinate cross-functional efforts across Customer Success, Support, Professional Services, and Channel teams.
• Drive process improvement, documentation, and standard operating procedures for POR policies.

Requirements

• 5+ years of experience in SaaS or ERP within Customer Success, Account Management, Professional Services, or Support.
• Proven experience managing escalations and high-risk customer scenarios.
• Strong conflict resolution and de-escalation skills.
• Experience with partner ecosystems, channel sales, or indirect go-to-market models.
• Demonstrated ability to identify root causes and drive structured resolutions.
• Must be based in the United States to be eligible for company benefits.

Culture & Benefits

• Comprehensive healthcare benefits including medical, dental, and vision insurance.
• 401(k) plan with company match.
• Flexible time off, sick and safe leave.
• Employer-paid Short-Term/Long-Term Disability and Basic life coverage.
• Collaborative and high-energy culture with a focus on work-life balance.