Director Of Customer Success Operations (SaaS)

TL;DR

Director of Customer Success Operations (SaaS): Owning and scaling the post-sales operating engine for a fast-growing SaaS organization with an accent on process standardization, system architecture, and data-driven execution. Focus on building scalable playbooks, implementing AI-driven automation, and optimizing key metrics like retention, churn risk, and cost-to-serve.

Company

hirify.global is a leading business application company helping fast-growing SaaS organizations scale their quote-to-revenue processes.

What you will do

• Own the end-to-end post-sales operating model including onboarding, adoption, support, and renewals.
• Build, standardize, and enforce CS playbooks, processes, and SLAs.
• Manage customer health scoring, churn risk signals, renewal forecasting, and CS dashboards.
• Work hands-on with the CS tech stack including Salesforce and platforms like Totango, Gainsight, or Gong.
• Implement automation and AI-driven workflows to improve team efficiency and scale.
• Drive continuous improvements in retention, CSAT, productivity, and cost-to-serve.

Requirements

• 4+ years of experience in a dedicated Customer Success Operations role within a B2B SaaS company.
• Proven track record of building CS processes, health frameworks, playbooks, and operational reporting.
• Strong hands-on experience with Salesforce and Customer Success platforms.
• Highly analytical, process-driven mindset with the ability to build systems from scratch.
• Experience partnering with CS leadership and Finance on renewals and churn.
• Excellent English proficiency (written and verbal).