Sr. Program Manager, Premium Support Operations (AI)

Location: 100% remote anywhere in the United States; travel is not required.

Company

hirify.global provides data integrity software, data enrichment products, and strategic services for global organizations.

What you will do

• Manage the full lifecycle of Advanced, Enterprise, and Extended Support programs, from design and launch through adoption and expansion.
• Develop scalable frameworks, governance models, roadmaps, success metrics, and reporting rhythms for premium support offerings.
• Accelerate AI, generative AI, automation, self-service, and AI-agent adoption in Salesforce and other management tools.
• Partner with Customer Success, Product, Sales, Marketing, and Support to align priorities, investments, and execution.
• Analyze KPIs and performance data to improve customer value, cost-to-serve, margins, efficiency, and operational consistency.
• Support enterprise customer engagements, premium support escalations, sales enablement, pricing validation, conversions, and upsell motions.

Requirements

• 10+ years of program management experience in SaaS or enterprise software.
• Experience leading customer-facing or premium support programs.
• Strong knowledge of enterprise support models and customer lifecycle practices.
• Experience partnering with Sales, Product, and Support organizations.
• Comfort using generative AI tools and applying AI capabilities to improve work quality and efficiency.
• Must be located in the United States; the position is fully remote within the US.

Nice to have

• Strong leadership, organizational, and execution skills.
• Data-driven decision-making and continuous improvement experience.
• Clear, confident executive communication skills.
• Ability to thrive in fast-paced, evolving environments.

Culture & Benefits

• Remote work environment with a distributed presence across 30 countries and more than 20 offices.
• Focus on openness, determination, individuality, and collaboration.
• Career development, learning, and community-building opportunities.
• AI-first workplace encouraging the adoption of generative AI tools and new AI capabilities.