Customer Experience Program Manager Associate

Location: Kuala Lumpur, Malaysia

Company

hirify.global is an AI-powered business messaging platform for managing customer conversations across chat, calls, and email.

What you will do

• Investigate net revenue retention movements, including churn, contraction, and expansion, to identify the underlying drivers.
• Speak directly with customers to validate findings and understand their decisions.
• Support program and campaign design by preparing briefs, documenting goals, and compiling data.
• Track program progress, monitor early results, and flag risks or unexpected changes.
• Use AI and automation tools to reduce manual work, while keeping documentation and reporting current.
• Collaborate across departments and progressively design and run programs end-to-end with measurable outcomes.

Requirements

• 1–2 years of experience in a customer-facing, operations, or analytical role; fresh graduates with relevant internship or project experience are welcome.
• Ability to work with qualitative and quantitative data to identify patterns and build evidence-based conclusions.
• Clear, structured written communication and the ability to present findings visually.
• Strong organization, reliability, and ownership of tasks through completion.
• Ability to propose a next step when raising a problem and curiosity about customer decision-making.

Nice to have

• Experience in a SaaS or B2B environment.
• Exposure to retention, growth, or lifecycle programs.
• Experience with Notion, Claude, Slack, automation tools, or dashboard tools.

Culture & Benefits

• Globally distributed, collaborative, and inclusive working environment.
• Flexible working environment and hours.
• Mental health allowance.
• Virtual team events and online activities.
• Competitive compensation package.