Manager, Digital Customer Success (SaaS)

TL;DR

Manager, Digital Customer Success (SaaS): Leading a team to drive customer retention, satisfaction, and growth through digital-first strategies and automation with an accent on scalable engagement and data-driven customer journeys. Focus on optimizing customer health scores, implementing CS platforms, and collaborating cross-functionally to ensure seamless value realization.

Location: Hybrid (Manila, Philippines)

Company

hirify.global is a global leader in audio and video software, committed to professional creative tools and customer-centric business strategies.

What you will do

• Lead and develop a team of Digital Customer Success Managers, setting clear KPIs and fostering a culture of accountability.
• Design and scale digital CS programs, including onboarding journeys, in-app messaging, and self-service resources.
• Utilize customer data and analytics to segment users and deliver personalized experiences at scale.
• Monitor customer health scores and usage trends to proactively address churn risks and identify expansion opportunities.
• Optimize the CS technology stack, leveraging tools like Gainsight, Salesforce, and Marketo.
• Track and report on key digital CS metrics including NPS, churn rate, adoption, and CSAT.

Requirements

• Bachelor’s degree or equivalent professional experience.
• 5+ years of experience in customer success, account management, or customer experience.
• Minimum 2 years of experience in a leadership or management role.
• Deep understanding of SaaS metrics, customer segmentation, and lifecycle management.
• Strong analytical mindset with proficiency in CRM and CS platforms.
• Must be based in Manila for a hybrid work arrangement.

Nice to have

• Hands-on experience with customer success automation platforms like Gainsight.
• Background in product-led growth (PLG) or self-service SaaS models.
• Knowledge of CX design, behavioral analytics, or customer journey mapping.

Culture & Benefits

• Hybrid work model offering flexibility to balance professional and personal life.
• Access to structured development programs with strong mentoring and support.
• Comprehensive benefits package including health and life insurance.
• Collaborative global team environment committed to diversity and inclusivity.
• Generous leave policies and referral rewards.