Digital Customer Success Manager (SaaS)

TL;DR

Digital Customer Success Manager (SaaS): Designing and executing digital-first customer success programs to drive product adoption, engagement, and retention across the customer lifecycle. Focus on building automated customer journeys, analyzing health data, and optimizing engagement campaigns to ensure scalable value delivery.

Location: Must be based in the Philippines (Hybrid work model)

Company

hirify.global is a global technology company committed to innovation, customer focus, and fostering a collaborative, inclusive work environment.

What you will do

• Manage digital customer journeys across onboarding, adoption, renewal, and expansion stages.
• Create targeted engagement campaigns for diverse customer segments and personas.
• Develop scalable playbooks and automated workflows to support high-volume accounts.
• Monitor customer health signals and usage trends to proactively reduce churn.
• Partner with Marketing, Product, and Commercial teams to ensure timely 1:1 customer engagement.
• Track and report on key success metrics including adoption rates, retention, and renewal influence.

Requirements

• Must be based in the Philippines
• 3+ years of experience in Customer Success, Lifecycle Marketing, or Account Management in a SaaS environment.
• Proven experience managing customer lifecycle campaigns and scalable engagement programs.
• Proficiency with customer success or marketing automation tools such as Gainsight, Salesforce, or Marketo.
• Strong analytical skills with the ability to use data to drive decision-making.
• Excellent written and verbal communication skills.

Nice to have

• Experience in B2B SaaS environments.
• Background in customer education programs and journey mapping.
• Specialization in either Adoption or Retention strategies.
• Experience with product usage and customer health data analysis.

Culture & Benefits

• Hybrid work model offering flexibility for work-life balance.
• Access to professional development programs, mentoring, and career advancement support.
• Comprehensive benefits package including health and life insurance.
• Generous leave policies and referral reward programs.
• Dynamic, global team environment focused on innovation and inclusivity.