Director, Customer Success Operations (SaaS)

TL;DR

Director, Customer Success Operations (SaaS): Building and operationalizing the Customer Success Operations function for the US market with an accent on project management rigor, resource allocation, and cross-functional alignment. Focus on designing scalable infrastructure, coaching teams, and ensuring delivery excellence for complex enterprise software deployments.

Location: Must be based in New York City (Hybrid)

Salary: $180,000 – $220,000

Company

hirify.global uses advanced machine learning and physics-enabled digital twins to help global utilities stress-test and optimize electricity grid infrastructure.

What you will do

• Build and operationalize the US Operations function from an early-stage foundation to a mature, scalable model.
• Define and embed project management and customer engagement best practices across the Customer Success team.
• Design and maintain project tracking and reporting infrastructure, including executive dashboards for leadership.
• Set standards for team configuration, resource allocation, and contract review processes with Product and Engineering.
• Develop and maintain onboarding and continuous learning systems for the Customer Success team.
• Monitor team sustainability and proactively manage burnout risk through data-driven insights.

Requirements

• 8+ years of project management experience, including PMO leadership in high-growth software or enterprise technology environments.
• Direct experience supporting or managing enterprise software deployments or large-scale transformation programs.
• Proven track record of building or redesigning project management standards and PMO functions.
• Strong communication skills with the ability to translate complex project status and risks for senior leadership.
• Proficiency in designing reporting systems and working with project management tools like Fibery, Jira, or Asana.
• Must be based in New York City to collaborate face-to-face with executive leadership.

Nice to have

• Experience within the infrastructure or energy sector.

Culture & Benefits

• Strategic autonomy to influence global operations strategy as a senior leader.
• Opportunity to work on mission-critical technology that protects global energy grids.
• Collaborative culture with direct access to executive leadership and cross-functional teams.
• Competitive compensation package including equity.