Senior Customer Experience Program Manager (SaaS)

TL;DR

Senior Customer Experience Program Manager (SaaS): Delivering and scaling customer engagement programs and post-sale experiences with an accent on community engagement, Voice of Customer (VoC), and digital touchpoints. Focus on optimizing customer adoption, coordinating cross-functional workflows, and translating feedback into actionable insights.

Location: Remote (Global), Hybrid, or Onsite in London, UK

Company

hirify.global is a Quebec-based pioneer in AI-powered search and recommendations that personalizes digital experiences for customers and employees.

What you will do

• Execute and scale customer engagement programs via webinars, office hours, and digital touchpoints.
• Evolve the hirify.global Connect community through self-service resources and peer-to-peer interactions.
• Partner with Technical Program Managers, Marketing, and Product teams to align customer experiences.
• Coordinate communications, timelines, and operational readiness for engagement initiatives.
• Manage Voice of Customer (VoC) initiatives, including feedback collection, synthesis, and reporting.
• Monitor program metrics and optimize workflows, reporting, and tooling.

Requirements

• 5+ years of experience in CX, Customer Success, or Program Management within a B2B SaaS environment.
• Proven track record of executing cross-functional customer engagement programs.
• Strong project and program management skills with the ability to manage multiple initiatives.
• Proficiency with CRM systems, survey tools, and reporting dashboards.

Nice to have

• Experience supporting customer communities and self-service experiences.
• Familiarity with digital customer success and software adoption strategies.
• Ability to translate VoC feedback into actionable insights.
• Proven collaboration with cross-functional technical teams.

Culture & Benefits

• Flexible work modes: In-person, Hybrid (2 pillar days/week), or fully Remote.
• Collaborative, diverse, and trusting work environment.
• Commitment to accessibility and inclusive hiring practices.
• Culture of continuous learning and tackling cutting-edge technical challenges.