Senior Digital Customer Success Program Manager

TL;DR

Senior Digital Customer Success Program Manager: Own the digital-first customer success engagement model and manage a book of digital customer accounts with an accent on scalable lifecycle automation, renewal/adoption/expansion outcomes, and program health reporting. Focus on designing and iterating playbooks and escalation paths while balancing efficiency with high-quality customer experience.

Company

hirify.global provides automated identity threat protection solutions to help disrupt cybercrime and protect accounts worldwide.

What you will do

• Design, launch, and iterate the digital customer success engagement model (lifecycle stages, triggers, and automation sequences from onboarding through renewal risk escalation).
• Own and continuously improve the Outreach playbook and sequence library using performance data.
• Manage the digital customer segment outcomes (renewals, adoption, expansion) in partnership with Renewals, Technical Account Managers, and Account Executives.
• Build and maintain program health reporting with CS Ops/RevOps (engagement rates, coverage, save rates, NRR/GRR contribution) and report to CS leadership.
• Monitor customer health signals and proactively intervene with a clear balance between automation efficiency and customer experience quality.
• Forecast and drive revenue growth by identifying upsell opportunities and supporting new product adoption.

Requirements

• 4–7 years of Customer Success experience, ideally with exposure to digital/tech-touch or scaled CS models.
• Experience building lifecycle sequences using marketing/sales automation tools such as Outreach and HubSpot (or similar).
• Experience working for a SaaS company.
• Strong analytical skills using utilization/capacity data and engagement metrics to make program decisions.
• Comfort designing scalable processes/systems and also doing hands-on account management (not a pure strategy role).
• Strong written and oral communication skills to tailor messaging to specific audiences.

Nice to have

• Salesforce, Outreach, and Zendesk experience.
• Cybersecurity experience.

Culture & Benefits

• Flexible and remote-friendly work options with a hybrid strategy/execution approach.
• U.S.-based benefits for full-time employees: 401(k) with employer contribution, health/vision/dental insurance, and HSA with employer contribution.
• Employer-paid life and disability insurance.
• Generous PTO plan and paid holidays (16 paid holidays per year).