Manager, Digital Customer Success

TL;DR

Manager, Digital Customer Success (SaaS): Leading a high-performing team to drive customer retention, satisfaction, and growth through digital-first strategies with an accent on automation, content, and data-driven engagement. Focus on scaling customer success programs, optimizing lifecycle journeys, and leveraging analytics to deliver personalized experiences at scale.

Location: Must be based in Manila (Hybrid)

Company

hirify.global is a global technology company committed to delivering passion and customer focus through innovative software solutions.

What you will do

• Lead, coach, and develop a team of Digital Customer Success Managers to achieve performance goals.
• Design and scale digital customer success programs including onboarding journeys and lifecycle communications.
• Collaborate with Marketing and Product teams to operationalize automated outreach and in-app messaging.
• Monitor customer health scores and usage trends to proactively address churn and identify expansion opportunities.
• Evaluate and optimize tools like Gainsight, Salesforce, and Marketo to streamline internal workflows.
• Track and report on key metrics such as NPS, churn rate, adoption, and CSAT.

Requirements

• Bachelor’s degree or equivalent experience.
• 5+ years of experience in customer success, account management, or customer experience.
• At least 2 years of experience in a leadership or management role.
• Proven experience in managing digital-first or tech-touch customer success programs.
• Deep understanding of SaaS metrics, customer segmentation, and lifecycle management.
• Strong analytical mindset with experience using CS platforms and CRM tools.

Nice to have

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

Culture & Benefits

• Hybrid work model offering flexibility.
• Access to development programs with strong support and mentoring.
• Attractive benefits package including health and life insurance.
• Generous leave policies and referral rewards.
• Inclusive and diverse work environment.