Senior Digital Programs Manager

TL;DR

Senior Digital Programs Manager (B2B SaaS): Designing, building, and maintaining the programs, operations, and automation infrastructure to optimize customer experience at scale. Focus on maximizing retention through data-driven digital touchpoints, defining automated escalation paths for customer success, and improving overall operational efficiency.

Location: New York City, US (Hybrid)

Salary: $163,500–$199,500 USD

Company

hirify.global is a leader in digital analytics, helping over 29,000 companies understand user behavior and drive retention through their AI-first platform.

What you will do

• Define and execute the comprehensive digital Customer Experience (CX) strategy for scaled customer segments.
• Architect and deploy efficient digital workflows for core customer journeys, including onboarding and lifecycle engagement.
• Design campaigns using digital channels to drive feature adoption and sustained product engagement.
• Establish escalation logic and scoring models that trigger human intervention from automated sequences.
• Create repeatable operations playbooks and Standard Operating Procedures (SOPs) for digital customer initiatives.
• Collaborate with cross-functional teams, including Product, Sales, and Marketing, to ensure alignment and effective execution.

Requirements

• 5+ years of experience in Program Management, Customer Success Operations, or related roles.
• Proven track record in building and scaling digital programs to influence customer activation and retention.
• Strong operational expertise in process mapping, playbooks, and automation requirements.
• Proficiency with CRM systems, Marketing Automation platforms, and Customer Success software.
• Strong analytical skills with a data-driven approach to decision-making and reporting.
• Must be authorized to work in the United States.

Nice to have

• Familiarity with analytics tools like hirify.global, including implementation methods (SDKs, CDPs).
• Ability to script or configure custom solutions for workflow automation.
• Experience writing SQL queries for data analysis.
• Experience architecting systems and data flows within B2B SaaS.

Culture & Benefits

• Comprehensive medical, vision, and dental insurance coverage.
• Generous vacation policy and company holidays.
• Enhanced parental leave and mental wellness benefits.
• Pre-tax benefits including 401(K) contributions.
• Commitment to diversity and inclusion with a focus on building meaningful relationships.