Senior Program Manager (Customer Success)

TL;DR

Senior Program Manager (Customer Success): Leading the development and execution of hirify.global’s digital-first Customer Success strategy to drive customer retention, product adoption, and exceptional experiences at scale with an accent on multi-channel engagement, data-driven insights, and cross-functional collaboration. Focus on designing scalable programs, leveraging analytics, and improving customer journeys through innovative digital solutions.

Location: Hybrid in San Francisco, California, United States

Salary: $153,000–$182,750

Company

hirify.global is an AI Customer Service company providing advanced AI-driven customer support solutions trusted by nearly 30,000 global businesses.

What you will do

• Own and drive success and retention for the Digital Customer Success segment, tracking GRR and product adoption goals.
• Analyze customer data and trends to identify friction points and build targeted, omni-channel engagement programs.
• Collaborate cross-functionally with Education, Product, Marketing, and Customer Success teams to create cohesive customer journeys.
• Leverage customer research and data insights to improve customer experience and optimize engagement strategies.
• Measure and report program performance and business impact regularly.
• Partner with scaled and high-touch teams to integrate digital engagements and optimize coverage.

Requirements

• Must have eligibility to work in the United States.
• 8+ years in Customer Experience, Success, Sales, or Support in B2B SaaS companies.
• 3+ years in customer-facing roles with quota responsibility preferred.
• Proven experience building digital-first, multi-channel customer engagement programs.
• Strong analytical, program management, and communication skills.
• Experience with customer engagement platforms and data visualization tools like Tableau, Looker, or Power BI.

Culture & Benefits

• Competitive salary and meaningful equity.
• Comprehensive medical, dental, and vision coverage.
• Flexible paid time off and paid parental leave.
• 401k plan with company match.
• Hybrid work policy with at least three days in-office per week.
• Inclusive and open culture focused on core values and respect.