Operations & Program Manager, Customer Success

TL;DR

Operations & Program Manager, Customer Success: Driving programs and operational frameworks to elevate customer engagement, retention, and growth with an accent on strengthening customer discovery practices, optimizing AI-powered handoffs, and enhancing renewals. Focus on building processes that help Customer Success teams deliver meaningful outcomes and improve forecasting accuracy.

Location: Remote US

Salary: $122,000 - $166,000 USD

Company

hirify.global is building the foundation for a safe, productive digital future, focusing on enterprise password management and Extended Access Management.

What you will do

• Build and refine frameworks that support consistent, high-quality customer discovery and executive-level engagements.
• Design, optimize, and maintain AI-supported handoff workflows across Sales, Implementation, and Customer Success.
• Lead improvements in forecasting accuracy by developing processes, dashboards, and operational guidance.
• Partner with the Renewals organization to evolve renewal workflows, streamline processes, and support a consistent renewal experience for customers.
• Serve as the operational and technical owner for key Customer Success systems, ensuring they are configured to support lifecycle needs and integrated smoothly across the GTM ecosystem.
• Develop rollout plans, communications, training, and change-management strategies to ensure organization-wide adoption of new tools, processes, and Customer Success programs.

Requirements

• 6+ years of experience in Customer Success operations, revenue operations, customer onboarding, or an adjacent field.
• Strong understanding of the customer lifecycle, including adoption, risk management, expansion, and renewal motions.
• Proven ability to optimize operational processes, create scalable frameworks, and identify gaps or inefficiencies within CS or broader GTM environments.
• Experience collaborating with cross-functional partners (Customer Success, Account Management, Sales, Support, Product, Operations).
• Proficiency with data analysis and metrics tracking to surface trends, assess performance, and inform decision-making.
• Excellent communication and collaboration skills, able to work effectively across technical and non-technical teams.

Nice to have

• Experience with enablement (playbooks, documentation, training materials).

Culture & Benefits

• Prioritize collaboration, clear and transparent communication, receptiveness to feedback.
• Remote-first work environment with travel for in-person engagement (department-wide offsites, team meetings, and customer/industry events).
• Competitive health benefits and generous PTO policy.
• RSU program for most employees and retirement matching program.