Senior Renewals Operations Manager, Customer Success (SaaS)

TL;DR

Senior Renewals Operations Manager, Customer Success (SaaS): Driving the effectiveness and scalability of the global Customer Success organization with an accent on process excellence and data-driven execution. Focus on optimizing the CSM experience, reducing operational friction, and leveraging AI-driven analytics to improve retention and predictability.

Location: Remote (United States)

Salary: $102,700 — $263,000 USD (depending on geographic zone)

Company

hirify.global is the Data and AI Trust Company, specializing in data resilience and security posture management for over 550,000 customers worldwide.

What you will do

• Partner with Customer Success leadership to translate strategy into scalable execution.
• Evolve the global Customer Success operating model to ensure consistency across regions.
• Define and track KPIs and leading indicators to measure customer health, retention, and expansion.
• Optimize the end-to-end CSM experience by improving workflows, tools, and processes.
• Collaborate cross-functionally with Renewals, Support, Professional Services, and Sales.
• Utilize AI-driven capabilities and analytics to identify churn risks and surface expansion opportunities.

Requirements

• 6+ years of experience in Sales Operations, Renewals Operations, or Customer Success Operations.
• Must be based in the United States.
• Proven experience working with senior leadership and presenting executive-ready insights.
• Deep understanding of post-sales workflows, renewals data, and systems.
• Advanced proficiency with CRM tools, specifically Salesforce.
• Strong analytical mindset with a track record of driving complex initiatives from ideation to execution.

Nice to have

• Experience in SaaS, subscription renewals, or customer lifecycle operations.
• Familiarity with BI tools, automation platforms, and renewals tooling.
• Exposure to AI-driven analytics or predictive modeling.
• Experience supporting global, multi-regional teams.

Culture & Benefits

• Unlimited paid time off, 12 paid holidays, and 24 paid volunteer hours annually.
• Comprehensive medical, dental, and vision coverage starting on the first day.
• 401(k) retirement plan with company matching contributions.
• Paid parental leave (8-16 weeks) and fertility, adoption, and surrogacy support.
• Mental health support and digital wellness tools via Employee Assistance Program.
• Learning and growth opportunities via LinkedIn Learning and O’Reilly.