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.