Sr Manager, Customer Success Operations (SaaS)

TL;DR

Sr Manager, Customer Success Operations (SaaS): Operationalizing and launching the Customer Success function by translating journey blueprints into repeatable processes and data-driven workflows with an accent on Salesforce automation and health scoring. Focus on building predictive forecasting models, integrating consumption telemetry, and driving the adoption of AI-generated customer health alerts.

Location: Raleigh, NC (Hybrid/WFH options)

Company

hirify.global is an operational data platform for AI, providing a unified cloud database designed for performance, flexibility, and global scale.

What you will do

• Build and maintain a data-driven Customer Health Score combining support logs, customer milestones, and usage trends.
• Design global dashboards in Salesforce and Tableau to track GRR, NRR, and expansion pipelines, including predictive forecasting models.
• Translate customer lifecycle milestones into hard system logic within Salesforce for automated tracking and account assignment.
• Collaborate with the SVP of Customer Success to codify standard operating procedures and CS playbooks.
• Partner with Sales Compensation teams to design and manage performance incentive structures for the CS organization.
• Own the rollout and team adoption of AI-generated customer health alerts and maintain SFDC data quality.

Requirements

• 4–6 years of experience in Customer Success Operations or Revenue Operations within high-growth enterprise SaaS organizations.
• Strong hands-on experience configuring workflows, custom objects, and reports within Salesforce.
• Experience collaborating with analytics teams to map data from platforms like Databricks.
• Proven ability to turn strategic customer frameworks into practical data models and clean workflows.
• Must be located in or able to work from Raleigh, NC.

Culture & Benefits

• Generous time off program providing flexibility for family care.
• Comprehensive wellness benefits including medical, dental, vision, and life insurance.
• Financial planning support through a retirement program and business travel insurance.
• Support for professional growth through a "Be valued, Create value" approach.
• Ergonomic in-office and WFH setup options, with food and snacks for in-office employees.