Program Manager (Customer Success Strategy)

TL;DR

Program Manager (Customer Success Strategy): Designing and shaping the overarching hirify.global Customer Experience (CX) strategy with an accent on scalable lifecycle programs and digital adoption. Focus on maximizing customer value, improving retention metrics (GRR, NRR), and orchestrating cross-functional workflows to drive long-term product adoption.

Location: Remote (Must be based in the USA)

Salary: $76,400 - $128,856

Company

hirify.global is a leading provider of identity security solutions, helping organizations manage and secure access to their digital assets.

What you will do

• Design and refine customer journey frameworks to drive adoption, retention, and advocacy.
• Execute and track critical operational and lifecycle programs across customer segments.
• Manage the Voice of the Customer (VoC) program and establish closed-loop feedback processes.
• Drive the content roadmap for the Customer Success Center to enable self-service adoption.
• Collaborate with Marketing, Product, and Revenue Operations to orchestrate digital journey workflows.
• Analyze program performance data to iterate on playbooks and maximize SaaS metrics.

Requirements

• Must be based in the USA
• 3+ years of experience in program management, preferably within SaaS or software industries.
• Proven ability to design and implement comprehensive CX and customer success programs.
• Experience with Customer Success platforms like Gainsight and marketing automation tools.
• Strong data-driven mindset with the ability to tie program performance to core SaaS metrics.
• Excellent communication and stakeholder management skills to influence cross-functional teams.

Culture & Benefits

• Comprehensive health, dental, and vision insurance coverage.
• 401(k) Savings and Investment Plan with company matching.
• Flexible vacation policy and 8 paid holidays annually.
• Paid parental leave and disability coverage.
• Health Savings Account (HSA) with employer contribution.
• Employee Assistance Program and voluntary benefits including pet insurance.