Lead, Customer Experience Strategy and Operations (High-Touch)

Location: Boston, MA; Denver, CO; or San Francisco, CA, US. The role may require up to 10% travel for onboarding, client or partner work, team meetings, and industry events.

Base Pay Range for US Locations: $120,000–$180,000 USD per year, plus possible bonus, variable compensation, equity, sign-on payments, and benefits.

Company

hirify.global develops technology that makes first-party data accessible and actionable to help creators build personalized ecommerce experiences.

What you will do

• Design and pilot high-touch customer experiences across onboarding, executive engagement, business reviews, renewals, and expansion.
• Define high-touch customer eligibility, engagement standards, desired outcomes, and cross-functional service improvements.
• Own the operating model, including coverage, capacity, cost to serve, segment planning, investment decisions, automation, and pooling.
• Set and review metrics such as adoption, retention, expansion, and customer sentiment.
• Build and maintain playbooks, workflows, and tooling for the high-touch team.
• Lead strategic and operational projects from ambiguous ideas through launch, measurement, and adoption, producing decision-ready recommendations for leadership.

Requirements

• 5–8 years of experience in Customer Success, CS Operations, strategy, or program management, ideally in SaaS and with exposure to enterprise or high-touch customers.
• Experience designing a customer program or operating model and demonstrating the resulting change.
• Outcome-oriented thinking, including defining the problem, success measures, and activities to stop or change.
• Ability to build analyses using tools such as Salesforce, Gainsight, Tableau, or Snowflake, or to direct effective analytical questions.
• Ability to influence without authority across Sales, Support, Product, and Customer Success.
• Clear executive writing and presentation skills, with the ability to lead with the recommendation.
• Interest in building new operating approaches and making them stick.
• Experience using AI or automation to scale customer engagement and CSM efficiency.

Nice to have

• Experience with customer segmentation, health scoring, or customer journey design.
• Program or project management certification.

Culture & Benefits

• Collaborative workplace focused on customer outcomes and inclusive perspectives.
• Comprehensive health, welfare, and wellbeing benefits based on eligibility.
• Potential annual cash bonus, variable compensation for sales and customer success roles, equity, and sign-on payments.
• Travel is coordinated in advance and may include new-hire onboarding, client or partner work, team meetings, and industry events.
• Responsible AI use includes privacy, security, bias awareness, and human-in-the-loop practices.

Hiring process

• Applicants must acknowledge and follow hirify.global’s guidelines for using AI during the interview process.
• Submitting an application constitutes consent to processing personal data under hirify.global’s Job Applicant Privacy Notice.