Director, Customer Success Operations (B2B SaaS)

Location: Remote or hybrid in the US, based on proximity to office hubs; travel and attendance at several team and company-wide offsites each year are expected.

Company

hirify.global provides cloud-based shop management software for auto repair businesses, including operations, payments, and customer engagement tools.

What you will do

• Build and lead the Customer Success Operations team, initially owning the Enablement Manager and Data Analyst functions before hiring into them.
• Own onboarding metrics and reporting, including kickoff completion, rebooking, time-to-live, graduation, CSAT, and early-churn indicators.
• Analyze product usage, Vitally, and Salesforce data and provide actionable recommendations to the VP and team managers.
• Design and run enablement and training programs for COMs and managers, coordinating with Product, Support, and Training.
• Design the onboarding workflow from AE-to-COM handoff through hypercare and graduation to Customer Success; optimize Vitally, Salesforce, and Gong.
• Build scalable playbooks, automations, SOPs, and operational programs while supporting OKRs, capacity planning, organization design, and cross-functional initiatives.

Requirements

• 6+ years of experience in customer success operations, revenue operations, or a related field, ideally in B2B SaaS.
• 3+ years of managing or leading teams.
• Strong analytical skills, including pulling data, building dashboards, and translating metrics into decisions.
• Experience designing or owning internal enablement or training programs.
• Ability to map processes end-to-end and identify operational breakdowns.
• Clear communication skills, including presenting to a VP and writing SOPs for individual contributors.
• Ability and willingness to perform individual-contributor work initially while building the team over time.

Nice to have

• Experience in vertical SaaS or with SMB customers.
• Familiarity with onboarding or professional services motions.
• Experience building or managing a customer success platform.
• AI tooling experience for analytics, workflow automation, or coaching.

Culture & Benefits

• Remote and hybrid work models with expected, supported travel for team and company-wide offsites.
• Flexible PTO, paid maternity, parental bonding, and medical leave.
• Medical, dental, vision, and prescription coverage; employee-only plans cover 100% of premiums and family coverage is subsidized by 50%.
• 401(k) plan with a 100% employer match on contributions up to 6%, plus FSA, HSA, life, and AD&D insurance.
• Up to $60 per month for fitness, mental health, or wellness expenses; confidential BetterHelp counseling.
• After one year, a $300 home office setup bonus and support for continuing education.