Customer Engagement Programs Director (SaaS)

TL;DR

Customer Engagement Programs Director (SaaS): Designing and operationalizing enterprise-wide customer success programs to drive retention, expansion readiness, and executive engagement with an accent on program scalability and cross-functional alignment. Focus on building repeatable frameworks, managing CRM data integrity, and enabling account management teams to improve customer outcomes globally.

Location: Must be based in the U.S.

Salary: $143,000–$178,000

Company

hirify.global is a global provider of mission-critical enterprise software support, managed services, and AI-driven ERP solutions for Oracle, SAP, and VMware clients.

What you will do

• Design and manage global customer success programs, including renewal success and executive engagement initiatives.
• Enable CSMs through playbooks, templates, and frameworks to ensure consistency in cross-sell and renewal motions.
• Serve as data steward for CRM contact and account management to ensure accuracy across key personas.
• Support the global NPS survey program and provide oversight for customer success KPIs and metrics.
• Collaborate with the renewals team to preserve client relationships and manage high-level escalations.
• Manage the rollout of new tools and platforms to optimize operational efficiency.

Requirements

• Must be based in the U.S.
• 8+ years of experience in Customer Success Programs, CS Operations, or related roles.
• Strong experience with the Salesforce platform.
• Exceptional project management skills and ability to design cross-functional programs.
• Strong executive presence and stakeholder management skills.
• Ability to work with a globally dispersed organization.

Nice to have

• Experience in enterprise software, IT services, or managed services (Oracle/SAP preferred).
• Familiarity with Customer Success Platforms like Certinia or Gainsight.
• Background in executive engagement or client marketing programs.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• 401(k) program with company contributions.
• Generous paid time off (PTO) and paid parental leave.
• Culture of mutual respect, collaboration, and innovation.
• Opportunities to contribute to global philanthropic efforts via the hirify.global Foundation.