Digital Customer Success Manager

TL;DR

Digital Customer Success Manager (SaaS): Designing and executing digital-first customer success programs to drive adoption, engagement, and retention across the customer lifecycle with an accent on automated journeys and data-driven optimization. Focus on building scalable playbooks, managing lifecycle campaigns, and leveraging analytics to improve customer health and reduce churn.

Location: Hybrid (Philippines)

Company

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

What you will do

• Build and manage digital customer journeys across onboarding, adoption, renewal, and expansion.
• Create targeted engagement campaigns for various customer segments and lifecycle stages.
• Develop scalable strategies to support high-volume and long-tail customer accounts.
• Partner with Marketing and Commercial teams to enable timely 1:1 customer engagement.
• Monitor customer health signals and usage trends to identify risks and opportunities.
• Analyze campaign performance and operationalize initiatives using tools like Salesforce, Gainsight, and Marketo.

Requirements

• 3+ years of experience in Customer Success, Lifecycle Marketing, or Account Management in a SaaS or subscription-based business.
• Strong understanding of customer adoption, retention, churn reduction, and health metrics.
• Proven experience managing customer lifecycle campaigns and scalable engagement programs.
• Proficiency with customer success or marketing automation tools such as Gainsight, Totango, ChurnZero, Marketo, or Salesforce.
• Strong analytical skills with experience using data to drive decision-making.
• Excellent written and verbal communication skills.

Nice to have

• Experience in a B2B SaaS environment.
• Familiarity with customer journey mapping and education programs.
• Background in campaign testing, reporting, and optimization.
• Specialization in Adoption or Retention strategies.

Culture & Benefits

• Global team environment fostering innovation and professional growth.
• Hybrid work model providing flexibility for work-life balance.
• Access to development programs, mentoring, and career advancement opportunities.
• Comprehensive benefits package including health and life insurance.
• Generous leave policies and referral rewards.