Customer Operations Manager (SaaS)

TL;DR

Customer Operations Manager (SaaS): Developing, maintaining, and scaling customer success strategy for a configurable identity platform with an accent on process optimization, tool innovation, and cross-functional collaboration. Focus on building scalable lifecycle processes, automating workflows, and designing data-driven reporting to drive customer outcomes and business growth.

Location: Must be based in or able to commute to San Francisco, CA

Salary: $120,000 – $160,000 + Equity

Company

hirify.global is a configurable identity platform that helps businesses verify individuals and organizations in a digital-first world.

What you will do

• Define and implement lifecycle processes to support customer outcomes and business growth.
• Develop methodologies and systems to support customer engagement across all segments.
• Research and implement tools to increase the efficiency of the Post-Sales team.
• Identify opportunities for process automation and optimization with a focus on scalability.
• Design and build key reporting for leadership, including adoption, sentiment, and churn metrics.
• Collaborate cross-functionally to support Customer Success and Solutions Engineering initiatives.

Requirements

• 5+ years of experience in Go-To-Market operations, strategy, or business consulting in a SaaS company.
• Deep understanding of Customer Success concepts, metrics, and best practices.
• Proven track record of managing strategic improvements from conception to deployment.
• Proficiency in analyzing and visualizing data using Excel, Salesforce, SQL, and BI tools like Looker or Tableau.
• Strong attention to detail and excellent communication skills.
• Ability to thrive in a fast-paced environment and excel under ambiguity.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance for US employees.
• 3% 401(k) employer contribution.
• Unlimited PTO and quarterly mental health days.
• Family planning and wellness benefits.
• Professional development stipend.