Customer Success Operations Manager

Location: San Francisco or New York, United States. Hub-hybrid model with in-office attendance 2–3 days per week, typically Tuesday through Thursday, for team members within commuting distance.

Base salary: $106,000–$150,000 USD per year, excluding variable pay, equity, and benefits.

Company

hirify.global provides an AI-first CRM for private capital firms, using relationship intelligence and proprietary interaction and deal data to help investors identify and win opportunities.

What you will do

• Partner with Customer Success leadership to design account segmentation, customer journeys, success planning, and the operational roadmap.
• Build models for CS capacity planning, productivity benchmarks, customer health scoring, churn, and expansion forecasting.
• Track GRR, NRR, CSAT, onboarding time, and other customer metrics to identify trends and drive improvement.
• Collaborate with Finance on budgeting, headcount, compensation strategy, revenue plans, and capacity models.
• Partner with Data and Systems teams to optimize the Customer Success technology stack and tooling.
• Provide actionable insights and recommendations to Customer Success Managers and leadership.

Requirements

• 3+ years of Customer Success Operations experience at a high-growth company.
• Strong knowledge of Customer Success metrics and SaaS operating models, including customer health, NPS, GRR, NRR, and LTV.
• Proficiency with Excel or Google Sheets and BI tools such as Looker or Tableau.
• Proficiency using AI tools such as Claude or ChatGPT to automate operational processes and build stakeholder-facing artifacts or agents.
• Expert knowledge of Salesforce CRM and Customer Success tools such as Gainsight or Planhat.
• Strong cross-functional communication, presentation, project management, program management, and revenue KPI experience.

Culture & Benefits

• Medical, dental, and vision coverage with PPO, HDHP, and HMO options in California.
• Flexible personal and sick days, plus a 401(k) plan.
• Annual education budget and comprehensive learning and development program.
• Monthly reimbursement for home internet, meals, and wellness memberships or equipment.
• Virtual team-building activities and social events.
• Values-driven environment focused on ownership, growth, respectful candor, and collaboration.