Senior Customer Strategy & Operations Manager (SaaS)

Location: New York City, US (Hybrid)

Salary: $183,000–$247,500 USD total target cash compensation per year

Company

hirify.global provides a product intelligence and analytics platform that helps companies understand product usage, diagnose performance, and decide what to build next.

What you will do

• Analyze account-level product usage, customer health, and commercial data to identify expansion drivers, churn risks, and high-leverage interventions.
• Build and evolve forecasting and pipeline processes for gross retention, net retention, and post-sales expansion.
• Run the Customer Success operating cadence, including business reviews, executive deep dives, and leadership offsites.
• Partner with systems teams on the Customer Success platform and integrations with Salesforce and product data.
• Build AI skills, agents, and automations that can be adopted across the Customer Success organization.
• Act as a strategic operating partner to the VP of Global Customer Success and coordinate with peers across the broader go-to-market organization.

Requirements

• 5+ years of experience in Revenue Strategy, Sales Strategy, Customer Success Operations, or Business Operations at a high-growth B2B SaaS company.
• Direct experience supporting Customer Success or Post-Sales teams, including measurable impact on retention, expansion, GRR, NRR, or churn.
• Hands-on experience deploying, administering, or deeply operating a Customer Success platform, including health scoring, playbooks, and lifecycle workflows.
• Strong SQL, modeling, analytical, and operational data skills.
• Experience with products sold to Enterprise customers.
• Strong structured thinking, commercial judgment, executive communication, and practical AI fluency.

Culture & Benefits

• Hybrid work environment in New York City.
• Medical, vision, and dental insurance.
• Mental wellness benefit and wellness support.
• Generous vacation policy, additional company holidays, and holiday break.
• Enhanced parental leave and volunteer time off.
• US pre-tax benefits, including a 401(k), plus potential equity consideration.
• Culture centered on bold action, data-informed decisions, collaboration, candor, customer focus, and simplicity.