Sr. Customer Success Operations Manager (SaaS)

TL;DR

Sr. Customer Success Operations Manager (SaaS): Building and optimizing systems, processes, and AI-enabled automations for a global Customer Success organization with an accent on scalability, data-driven insights, and cross-functional collaboration. Focus on designing efficient workflows, managing CS tools like ChurnZero, and driving operational excellence to enhance the customer journey.

Location: Must be based in or able to work from Woburn, MA (Hybrid)

Salary: $120,000 - $140,000 annual base salary

Company

hirify.global is a global leader in type design and font technology, providing solutions that help brands create beautiful experiences through a legacy library of iconic typefaces.

What you will do

• Own the end-to-end delivery of CS Ops projects from intake to rollout and measurement.
• Manage and optimize CS tools, specifically ChurnZero, in partnership with departmental teams.
• Translate business requirements into scalable processes, dashboards, and playbooks.
• Design and implement AI-enabled workflows to improve productivity and customer health processes.
• Collaborate with Data, Marketing, and Sales Enablement teams to ensure system alignment.
• Define and track success metrics for automation and AI initiatives to reduce manual effort.

Requirements

• 5+ years of experience in a Customer Success Operations role within a B2B SaaS environment.
• Proven track record in designing or implementing AI-enabled workflows and automation systems.
• Hands-on experience with CS and Sales tools such as ChurnZero and Salesforce.
• Strong understanding of SaaS business models and CS metrics like NPS, CES, GRR, NRR, and CLTV.
• Exceptional project management and organizational skills with attention to detail.
• Ability to work across global, cross-functional teams and influence without authority.

Nice to have

• Experience using SQL and PowerBI for reporting and data analysis.
• Familiarity with Syncari or similar workflow automation platforms.

Culture & Benefits

• Hybrid work arrangements with competitive paid time off programs.
• Comprehensive commercial medical insurance coverage.
• Corporate bonus program and reward/recognition programs.
• Professional onboarding and robust training opportunities.
• High internal mobility and career advancement paths.
• Retirement planning options.