Digital Customer Success Program Manager (SaaS)

TL;DR

Digital Customer Success Program Manager (SaaS): Designing and optimizing scalable customer outcome systems to drive value across thousands of accounts with an accent on automation, lifecycle programs, and AI-powered engagement. Focus on building attribution layers, running experimentation loops, and partnering cross-functionally to scale the digital CS strategy.

Location: Hybrid in San Francisco, California (Office attendance required on Mondays, Tuesdays, and Thursdays)

Salary: $170,000 - $210,000 per year

Company

hirify.global provides a unified workspace for teams to connect docs, notes, projects, and calendars with integrated AI to automate work.

What you will do

• Build and optimize global automated customer journeys, including segmentation logic and trigger architecture.
• Design and execute experimentation loops for AI-powered engagement and define success metrics.
• Architect the attribution layer for Digital CS in collaboration with Data Science to measure business impact.
• Partner with Product, RevOps, and Marketing to align tooling and customer communications.
• Own program reporting and iterate based on data-driven insights to determine investment and sunsetting.

Requirements

• 5-7+ years of experience in Digital CS, Operations, Lifecycle Marketing, or Growth.
• Proven track record of building scaled customer programs from the ground up.
• Experience with AI-powered customer engagement, such as chatbots or custom agents.
• Ability to translate strategic objectives into technical requirements and measurement frameworks.
• Strong cross-functional influence, particularly with Data Science and Engineering teams.
• Must be based in or be able to work from the San Francisco office on Anchor Days.

Nice to have

• Experience with segmentation, coverage model design, or cost-to-serve analysis.
• Ability to design global programs that scale thoughtfully across different regions.
• Familiarity with A/B testing methodologies applied to customer programs.

Culture & Benefits

• Competitive cash compensation and equity.
• Comprehensive benefits package.
• Strong in-person collaboration culture with designated anchor days.
• Opportunity to shape a new function within a high-growth, AI-driven environment.