Customer Success Operations Manager (SaaS)

TL;DR

Customer Success Operations Manager (SaaS/Power BI): Managing and optimizing reporting suites and CRM systems to support Customer Success and Operations teams with an accent on data accuracy and performance visibility. Focus on building automated reporting frameworks, analyzing retention and churn metrics, and enhancing system workflows.

Location: Hybrid (Portsmouth, UK)

Company

hirify.global is a B2B SaaS company providing lead generation and sales intelligence tools to help businesses identify potential customers.

What you will do

• Own and manage the Customer Success CSP (Planhat), ensuring data integrity, usability, and optimized workflows.
• Build and continuously improve Power BI dashboards and reporting suites for CS leadership.
• Track and define key metrics including churn, retention, expansion, and activity.
• Provide insight-driven analysis and ad-hoc reporting to support strategic decision-making.
• Collaborate cross-functionally with Sales, Marketing, and Finance to ensure data alignment across the business.
• Support the Operations and Enablement teams in defining and tracking KPIs.

Requirements

• High level of competence with Power BI.
• Strong experience managing and working within CRM systems (Planhat is highly preferred).
• Proven track record of building dashboards and automated reporting.
• Deep understanding of SaaS Customer Success metrics such as churn, retention, and NRR.
• Strong data manipulation and analysis skills with high attention to detail.
• Must be based in or able to work hybrid in Portsmouth, UK.

Culture & Benefits

• 25 days holiday plus Bank Holidays.
• Budget for professional self-development.
• Hybrid working arrangement.
• 2 paid charity volunteering days per year.
• Clear opportunities for progression and career development.