Customer Success Operations Manager (SaaS)

TL;DR

Customer Success Operations Manager (SaaS): Scaling and optimizing the post-sales organization by driving operational rigor and data-driven decision-making with an accent on post-sales analytics and systems automation. Focus on managing retention metrics, implementing AI-driven workflows, and leading complex cross-functional operational programs.

Location: On-site in Denver, CO (required 4 days a week, Monday-Thursday)

Salary: $100,000 – $110,000

Company

hirify.global provides a secure, integrated workplace management platform unifying visitor management, resource booking, and emergency management for over 16,000 workplaces globally.

What you will do

• Own post-sales data and insights management, including churn, expansion, and customer health metrics, building executive-ready dashboards.
• Manage quarterly compensation plans, SPIFFs, quota tracking, and capacity modeling for the Success organization.
• Drive automation and process optimization by proactively leveraging and implementing emerging AI tools.
• Lead large-scale, cross-functional operational programs from planning through end-to-end rollout and adoption.
• Optimize and manage the CS tech stack, including Vitally, Omni, and Intercom, ensuring data integrity across systems.

Requirements

• 3-5 years of experience in Customer Success Operations, Revenue Operations, or related SaaS operational roles.
• Strong proficiency in Excel/Google Sheets and basic SQL proficiency.
• Hands-on experience with Salesforce, BI tools (Looker, Omni), and CS platforms (Vitally, Gainsight).
• Proven track record of managing post-sales analytics and operationalizing NPS/feedback programs.
• Experience implementing CS tooling and utilizing AI to improve operational efficiency.
• Must be based in and able to work on-site in Denver, CO (4 days/week).

Nice to have

• Experience scaling post-sales operations within a high-growth SaaS environment.
• Background in ARR modeling or deep financial partnership with Finance teams.
• Familiarity with Jira and Intercom.
• Experience managing compensation plans and headcount capacity modeling.

Culture & Benefits

• High-impact role with direct visibility and partnership with CS leadership and GTM teams.
• Opportunity to design and build scalable systems and automation from the ground up.
• Environment based on a high degree of trust in execution and ideas.
• Support for personal and professional growth within a modern, forward-looking organization.