Sr Manager, Customer Success (SaaS)

Location: Lehi, Utah, United States; hybrid

Salary: $150,000–$160,000 per year, including bonus

Company

hirify.global provides an intelligent document management platform and legal context graph for legal professionals, with enterprise-grade security, governance, permissions, and ethical walls.

What you will do

• Own the Customer Success analytics and insight engine for GRR, NRR, renewal rates, NPS, and product adoption.
• Build predictive models that identify usage decay, health-score erosion, engagement drop-off, revenue risk, and expansion opportunities.
• Architect and manage the Customer Success data stack across Gainsight, Salesforce, and Power BI.
• Develop executive dashboards, reporting cadences, board materials, QBR/EBR analytics, and decision-ready recommendations.
• Build renewal and retention forecasting models and align metrics with Sales, Renewals, Finance, and Product.
• Champion AI and automation for account research, reporting, customer feedback, and proactive insight-driven workflows while mentoring a growing team.

Requirements

• 7+ years of experience in Customer Success Operations, Revenue Operations, Business Operations, or a related analytics or commercial function within a B2B SaaS company.
• Demonstrated ability to improve GRR, NRR, renewal rates, NPS, or adoption through data-driven initiatives.
• Hands-on expertise with Gainsight and Salesforce, including health scoring, journey orchestration, renewal workflows, and reporting.
• Advanced Power BI or equivalent BI-tool skills, including independent model and dashboard development.
• Experience using Claude, ChatGPT, or similar AI tools to analyze customer data and accelerate insight generation.
• Bachelor’s degree in Business, Analytics, Finance, or a related field, or equivalent professional experience; strong executive communication skills are required.

Nice to have

• Legal technology or legal services industry experience.
• Experience building a Customer Success Operations function from the ground up.
• Gainsight certification or an equivalent platform credential.
• SQL, usage-based pricing, Voice of Customer, NPS/CSAT, or direct C-suite partnership experience.

Culture & Benefits

• Collaborative, inclusive, high-performing workplace with an emphasis on curiosity and diverse perspectives.
• Company covers 90% of healthcare premiums and contributes to an HSA.
• 401(k) match of 4% with immediate vesting.
• Flexible PTO, typically 3–4 weeks per year, plus 10 paid holidays.
• Monthly contributions for life activities and wellness, plus LinkedIn Learning access with dedicated monthly learning time.