Senior Customer Strategy & Operations Manager (SaaS)

TL;DR

Senior Customer Strategy & Operations Manager (SaaS): Designing and optimizing the post-sales operational framework to drive customer retention and growth with an accent on data-driven decision making and AI-powered tooling. Focus on analyzing churn predictors, building forecasting models for NRR/GRR, and scaling the CS operating cadence.

Location: Hybrid in New York, US

Salary: $218,000 – $295,000 USD

Company

hirify.global is an AI-first digital analytics platform that helps companies accelerate adoption and improve retention through product and web analytics.

What you will do

• Conduct account-level analysis to identify drivers of expansion and predictors of churn.
• Build and evolve forecasting models for GRR, NRR, and expansion pipeline.
• Manage the CS operating cadence, including business reviews and leadership offsites.
• Optimize CS systems and tooling, specifically integrating CS platforms with Salesforce and product data.
• Develop AI-powered agents and automations to increase the efficiency of the CS organization.
• Partner with Global CS leadership as a strategic advisor to jointly own customer outcomes.

Requirements

• 5+ years of experience in Revenue Strategy, Sales Strategy, or CS/Business Operations at a high-growth B2B SaaS company.
• Proven track record of supporting Customer Success organizations and impacting NRR/GRR.
• Hands-on experience deploying or administering a Customer Success Platform (CSP).
• Strong technical proficiency in SQL and building operational data models.
• Experience working with products sold to Enterprise customers.
• Must be based in the US.

Culture & Benefits

• Comprehensive Medical, Vision, and Dental Care.
• Mental Wellness benefits and an enhanced Parental Leave policy.
• Generous vacation policy and additional company holidays.
• US-specific benefits including 401(k) and wellness perks.
• Culture based on bold bets, innovation with insight, and a customer-centric approach.