Customer Success Operations Manager (B2B SaaS)

Location: Miami, United States; hybrid

Company

hirify.global is a B2B SaaS company focused on customer success and revenue growth.

What you will do

• Own CSM account assignments, book rebalancing, customer segmentation, tier definitions, and capacity modeling.
• Manage the CSM workspace in HubSpot, including views, properties, dashboards, manager roll-ups, and forecast reporting.
• Run the weekly renewal forecast process and maintain renewal dates, stages, risk flags, and leadership roll-ups.
• Track onboarding and adoption milestones and create usage and value data packs for QBRs and renewal conversations.
• Own GRR, NRR, churn, expansion, ARR reconciliation, attribution, and CSM compensation inputs across HubSpot, Stripe, and Hex.
• Improve data integrity, automate recurring work with GTM Engineering, and document processes and enablement materials in Notion.

Requirements

• 4+ years, typically 4–7, in Customer Success Operations, Revenue Operations, or GTM/Sales Operations at a B2B SaaS company.
• Meaningful experience supporting CSM or renewals teams and owning recurring operational processes end to end.
• Strong understanding of recurring-revenue mechanics, including GRR, NRR, churn, expansion, upgrades, and co-terming.
• Strong CRM operations experience; HubSpot is strongly preferred, including objects, properties, workflows, routing, and reporting.
• Analytical and automation skills, including reconciliation across CRM, billing, and product-usage data.
• Clear communication, discretion with compensation and customer data, and the ability to work with CSMs and senior CS leaders.

Nice to have

• Experience with Gainsight, Catalyst, Totango, product analytics, Hex, Looker, Mode, SQL, or Stripe.
• Familiarity with DealHub, Gong, Orum, Apollo, and Notion.

Culture & Benefits

• Full-time hybrid work in Miami.
• Lean operating model with direct ownership and collaboration with GTM Engineering.
• Daily collaboration with CSMs, CS managers, CS leadership, Finance, Product, Strategy & Analytics, and Enablement.