Senior Strategy & Operations Manager (Customer Success)

TL;DR

Senior Strategy & Operations Manager (Customer Success): Designing and executing the strategy for onboarding, retaining, and growing a complex customer base with an accent on operational models and AI-powered workflows. Focus on building analytics layers for CS performance, optimizing customer lifecycles, and driving cross-functional alignment.

Location: Must be commutable to the NYC headquarters (hybrid, in-office 3–4 days per week)

Salary: $170,000–$225,000 + target equity

Company

hirify.global is an AI-powered system helping over 120,000 service businesses increase revenue and automate operational tasks.

What you will do

• Own the strategy and execution roadmap for onboarding and growing the larger customer segment.
• Define the operational model, day-to-day workflows, and capacity planning for the Onboarding Specialist team.
• Build an analytics layer to track CS performance, including conversion, time-to-value, and retention rates.
• Design and implement AI-powered workflows to automate repeatable CS tasks and reporting.
• Evaluate the economics and opportunity costs of competing initiatives to determine investment priority.
• Align Sales, Product, Marketing, and CX on operational requirements and cross-functional dependencies.

Requirements

• 6+ years of experience in strategy, operations, business analysis, or strategic finance.
• Proven track record of building AI-powered workflows that automate functional operations.
• Strong analytical foundation and fluency with modeling and data tools.
• Ability to drive alignment and influence across cross-functional teams without direct authority.
• Excellent written communication skills for creating crisp strategy docs and executive summaries.
• Must be located in or commutable to New York, NY.

Culture & Benefits

• Comprehensive health and dental insurance effective from day one.
• 401k eligibility and Dependent Care FSA starting day one.
• Flexible PTO and paid parental leave.
• Annual stipend for professional development and continued learning.
• Wellness perks via Wellhub and fertility/adoption benefits via Carrot and Kindbody.
• In-office lunch twice per week for NYC employees.