Senior Program Manager (Customer Experience Operations)

TL;DR

Senior Program Manager (SaaS/Customer Experience): Driving high-impact cross-functional programs across post-sales organizations including Renewals, Customer Success, and Support with an accent on customer retention and operational efficiency. Focus on designing KPI frameworks, aligning VP-level stakeholders, and translating business needs into executable project plans.

Location: Remote (Must be based in Costa Rica)

Company

hirify.global is the Data and AI Trust Company, specializing in data resilience and data security posture management to enable safe AI at scale.

What you will do

• Lead end-to-end cross-functional programs from ideation through execution and delivery.
• Drive initiatives to improve customer retention, renewals efficiency, and expansion outcomes.
• Partner with VP-level stakeholders to prioritize initiatives and ensure organizational alignment.
• Define and track success metrics by building and validating KPI frameworks.
• Identify process gaps and lead initiatives to improve operational inefficiencies.
• Mentor junior program managers on best practices in program execution and planning.

Requirements

• 5+ years of experience in program or project management, ideally within SaaS or technology environments.
• Strong experience managing high-visibility, cross-functional initiatives.
• Fluency in English with excellent written and verbal communication skills.
• Intermediate to advanced proficiency in Microsoft Excel and PowerPoint.
• Proven ability to influence senior leadership without direct authority.
• Must be permanently located in Costa Rica.

Nice to have

• Experience in SaaS post-sales or revenue operations environments.
• Familiarity with customer lifecycle metrics (retention, churn, expansion).
• Experience building business cases and defining KPI frameworks.
• Exposure to process improvement methodologies or operational excellence.

Culture & Benefits

• Generous time off: paid vacation, statutory holidays, and extra global hirify.globale Days for self-care.
• Comprehensive health coverage: medical, dental, and vision for employees and dependents.
• Family support including paid parental leave.
• Mental health support via an Employee Assistance Program.
• Retirement and social security contributions, plus life and disability insurance.
• Learning and development opportunities through mentoring and global training platforms.