Customer Success Operations Manager (SaaS)

TL;DR

Customer Success Operations Manager (SaaS/Power BI): Optimizing reporting suites and managing the Customer Success CRM (Planhat) to improve visibility into key performance metrics with an accent on data integrity and actionable insights. Focus on building Power BI dashboards, analyzing retention and churn, and aligning data across cross-functional teams.

Location: Hybrid (Portsmouth, UK)

Salary: £35,000 - £50,000

Company

hirify.global provides B2B lead generation and sales intelligence software.

What you will do

• Oversee and manage the Planhat CSP, ensuring data integrity and refining workflows to support CS operations.
• Build, optimize, and maintain Power BI dashboards and reporting suites for CS leadership.
• Define and track key SaaS metrics including churn, retention, NRR, and expansion.
• Collaborate with Sales, Marketing, Finance, and Internal Systems teams to integrate data across the business.
• Provide regular and ad-hoc reporting and analysis to support data-driven decision-making.
• Proactively identify opportunities to improve reporting, systems, and operational processes.

Requirements

• Proficiency or working knowledge of Power BI.
• Experience managing and working within CRM systems.
• Proven ability to build automated reporting tools and perform complex data manipulation.
• Deep understanding of SaaS Customer Success metrics (churn, retention, NRR).
• Strong stakeholder management and communication skills.
• Must be based in or able to work in a hybrid arrangement in Portsmouth, UK.

Culture & Benefits

• 25 days holiday plus Bank Holidays.
• Dedicated budget for self-development and progression opportunities.
• Hybrid working arrangement.
• 2 paid charity volunteering days.