Director, Customer Success Operations (SaaS)

TL;DR

Director, Customer Success Operations (SaaS): Defining and scaling the operational framework for the Customer Success organization with an accent on KPIs, data-driven insights, and cross-functional alignment. Focus on building scalable operating models, optimizing the CS tech stack, and driving retention and long-term growth through strategic business partnership.

Location: Must be based in the United States (Boston)

Salary: $224,848 – $341,769 USD (Total Cash Compensation)

Company

hirify.global is a leading brand visibility platform empowering marketers with AI-driven insights and SEO authority, trusted by over 28 million users globally.

What you will do

• Design and implement a scalable Customer Success operating model, including segmentation and engagement strategies.
• Establish a consistent operating cadence and define key performance indicators like retention, churn, and product adoption.
• Develop dashboards and forecasting frameworks to provide actionable insights for executive leadership.
• Partner with IT to optimize the CS tech stack, including CRM and customer success platforms.
• Drive cross-functional alignment with Sales, Product, Marketing, and Finance to ensure seamless customer experiences.
• Hire and develop a high-performing Customer Success Operations team.

Requirements

• 5-7 years of experience in Operations, Revenue Operations, or Customer Success Operations.
• Experience operating at a Director level or equivalent scope.
• Proven track record of building or significantly maturing CS operational frameworks.
• Experience in B2B SaaS or a recurring revenue business model.
• Hands-on experience with CRM systems (Salesforce, Microsoft Dynamics) and CS platforms (Gainsight, Totango).
• Strong reporting and analytics skills, including proficiency with Tableau.

Culture & Benefits

• Comprehensive health, dental, and vision plans with low-cost options.
• Life insurance, short-term and long-term disability coverage.
• Paid parental leave and flexible spending accounts.
• Employee Resource Groups and an Employee Assistance Program.
• Opportunity to participate in the President’s club for top performers.
• Commitment to diversity, equity, and inclusion with a focus on belonging.

Hiring process

• Resume review by the Talent Acquisition team.
• Detailed interviews focusing on background, work style, and personality.
• Online meetings requiring camera usage and a professional environment.