Senior Customer Strategy & Operations Manager (SaaS)

Location: London, UK (Hybrid)

Company

hirify.global provides a product intelligence and analytics platform that helps companies understand product usage and make data-informed decisions.

What you will do

• Analyze account-level product usage, customer health, expansion drivers, and churn signals to identify high-impact interventions.
• Build and improve forecasting and pipeline processes for gross retention, net retention, and expansion across the post-sales motion.
• Run customer success business reviews, executive deep dives, leadership offsites, and the broader operating cadence.
• Partner with systems teams on the customer success platform and its Salesforce and product-data integrations.
• Build AI-powered skills, agents, and automations that can be adopted across the Customer Success organization.
• Advise Global Customer Success leadership and connect post-sales insights with the broader revenue and go-to-market strategy.

Requirements

• 5+ years of experience in Revenue Strategy, Sales Strategy, Customer Success Operations, or Business Operations at a high-growth B2B SaaS company.
• Direct experience supporting Customer Success or Post-Sales teams, including measurable impact on retention, expansion, or churn.
• Hands-on experience deploying, administering, or deeply operating a Customer Success platform, including health scoring, playbooks, and lifecycle workflows.
• Strong technical and analytical skills, including writing SQL and building models with operational data.
• Experience with products sold to Enterprise customers and the ability to communicate recommendations from account-level analysis to executives.
• Daily practical experience building AI skills, agents, or automated workflows for other users.

Culture & Benefits

• Medical, vision, and dental care.
• Mental wellness benefit, generous vacation, and additional company holidays.
• Enhanced parental leave and volunteer time off.
• Additional US benefits include pre-tax benefits, 401(k), wellness benefits, and a holiday break.
• Culture emphasizes bold decisions, rigorous insight, cross-functional collaboration, direct communication, customer focus, and simplicity.