Sr. Director, Global Customer Services Operations (SaaS)

TL;DR

Sr. Director, Global Customer Services Operations (SaaS): Leading strategy and execution for the post-sale organization, including Professional Services and Customer Success, with an accent on scalable processes and actionable insights. Focus on optimizing delivery processes, owning the tools ecosystem, and driving revenue retention through analytics.

Location: San Mateo, CA, United States

Salary: $270,000 - $330,000 yearly

Company

hirify.global builds uncomplicated service software designed to deliver exceptional customer and employee experiences.

What you will do

• Partner with leadership to develop and implement operational strategies across Professional Services, Customer Success, and Support.
• Own the systems and tools roadmap, including CRM, CS platforms, PSA tools, and support systems.
• Define a measurement framework and leading indicator metrics to provide actionable business insights via dashboards.
• Design and implement retention and expansion strategies, resource scale models, and streamlined delivery processes.
• Drive continuous improvements in quality, process consistency, and customer satisfaction across a matrixed organization.

Requirements

• 10+ years of experience in revenue, CS, or services operations within high-growth SaaS companies.
• Hands-on fluency with Salesforce, CS platforms (e.g., ChurnZero, Gainsight), PSA tools (e.g., Mavenlink, FinancialForce), and Zendesk.
• Proven experience leading cross-functional teams to solve complex, ambiguous challenges.
• Strong financial acumen regarding services delivery and customer success methodologies.
• Ability to track and translate KPIs such as NRR, CSAT, time-to-value, and utilization into strategies.
• Must be based in San Mateo, CA, United States

Culture & Benefits

• Inclusive team environment with a focus on diversity and equal opportunity.
• Flexible thinking and opportunities for professional career growth.
• Eligible for variable compensation, bonuses, and equity.
• People-first approach to AI and productivity.