Customer Success Operations Lead

TL;DR

Customer Success Operations Lead (SaaS): Serving as the primary operational strategist for the Customer Success organization with an accent on building scalable systems, optimizing workflows, and driving data-informed decision-making. Focus on bridging the gap between technical requirements and business goals to enhance customer retention and expansion motions.

Location: Must be based in one of the following US states: AR, AZ, CO, CT, FL, GA, ID, IL, IN, KY, MD, MI, MN, MO, NC, NH, OK, OR, TN, TX, UT, VA, WA, WI.

Company

hirify.global provides simple and secure device management solutions for IT teams, backed by top-tier private equity firms.

What you will do

• Partner with CS leadership to build trust in operational processes and streamline workflows.
• Build and maintain dashboards for key CS metrics like customer health, churn, and expansion.
• Own CS operational initiatives end-to-end, from scoping and business case development to implementation.
• Act as the primary liaison between CS and Business Systems to translate technical requirements into practical solutions.
• Diagnose barriers to customer retention and operationalize data-driven solutions.
• Represent CS needs within the broader Revenue Operations function.

Requirements

• Must be based in one of the specified US states: AR, AZ, CO, CT, FL, GA, ID, IL, IN, KY, MD, MI, MN, MO, NC, NH, OK, OR, TN, TX, UT, VA, WA, WI.
• Proven track record in Customer Success, Sales, or Revenue Operations.
• Strong analytical skills with the ability to turn data into actionable business cases.
• Hands-on expertise in CRMs (Salesforce preferred) and CS platforms (e.g., Zendesk).
• Strong project management experience with the ability to juggle multiple cross-functional projects.
• Excellent communication skills to bridge the gap between technical teams and leadership.

Nice to have

• Experience in a SaaS or subscription-based business model.
• Familiarity with BI or data visualization tools like Looker or Tableau.
• Experience with customer journey mapping or lifecycle program design.

Culture & Benefits

• 4-Day Work Week.
• 100% premium coverage for medical, dental, and vision for you and your dependents.
• Company match of the first 6% of employee deferrals.
• Flexible Paid Time Off policy.
• Equity participation.
• Comprehensive insurance coverage including Short/Long Term Disability and Life insurance.