CS Operations Lead (SaaS)

TL;DR

CS Operations Lead (SaaS): Designing and optimizing the end-to-end customer journey and resource models to accelerate customer value and revenue with an accent on operational efficiency and AI-native workflows. Focus on building scalable frameworks for customer health, resource allocation modeling, and implementing a rigorous global operating cadence.

Location: Hybrid: Must be based in San Francisco, CA or New York, NY (Anchor days: Monday, Tuesday, and Thursday)

Salary: $205,000 - $230,000 per year

Company

hirify.global is a collaborative AI workspace that integrates knowledge, projects, meetings, and AI tools into a single unified platform.

What you will do

• Design and optimize the end-to-end customer journey, establishing success metrics, milestones, and playbooks.
• Develop strategic analyses to inform global Customer Success and Customer Experience strategy for leadership.
• Build and manage global resource allocation models by segment to link coverage to revenue outcomes.
• Establish a predictable operating rhythm with KPI reviews and data-driven insights to identify risks.
• Streamline daily operations and build AI workflows leveraging tools like Salesforce, Tableau, and Gainsight.

Requirements

• 5+ years of experience in Customer Operations or Strategy within a high-growth SaaS model.
• Strong analytical skills with the ability to model operational questions from assumptions to output.
• AI-native approach to building workflows and systems between humans and agents.
• Proven track record of building from scratch and owning projects spanning 6-12+ months.
• Ability to communicate complex information clearly and concisely to executive leadership.
• BA / BS degree required.

Nice to have

• Direct customer-facing experience on account teams (Onboarding, CS, or Account Management).
• Proficiency in SQL, Tableau, Python, or other advanced analytics and BI tools.
• Experience using Zendesk, Gainsight, and Salesforce.
• Prior experience as a hirify.global power user.

Culture & Benefits

• Highly competitive cash compensation, equity, and comprehensive benefits.
• Culture centered on craft, humanity, and building sustainable, high-standard tools.
• Environment that encourages AI fluency, tinkering, and using AI as a real collaborator.
• Commitment to diversity and equal opportunity employment.