Customer Success Manager (SaaS)

Location: Nashville, United States; travel required 25% of the time

Company

hirify.global provides software and services for healthcare organizations, including behavioral and mental health providers.

What you will do

• Own the health, satisfaction, engagement, and success metrics of assigned customer accounts.
• Capture customer intelligence, marketplace developments, industry news, and account events, then communicate insights internally to improve customer experience and product priorities.
• Assess satisfaction, business needs, renewal and churn risk; develop action plans and manage customer escalations through documented resolution.
• Support product adoption, upsell, cross-sell, billable services, third-party add-ons, and contract renewals through value-driven business reviews.
• Build relationships with showcase customers for training, marketing, reference programs, and best-practice initiatives.
• Deliver departmental KPIs and transform action plans into strategic business reviews and executive briefings.

Requirements

• Bachelor’s degree in a related field preferred; equivalent experience may substitute.
• At least 2 years of customer-facing experience in healthcare or SaaS, including account management, consulting, training, project management, relationship building, or communications.
• Experience driving customer value and revenue through upsell, cross-sell, and contract renewal efforts.
• Strong written, verbal, presentation, analytical, problem-solving, organizational, and project management skills.
• Ability to communicate with technical and non-technical customer representatives, including C-level contacts, and manage collaborative action plans.
• Proficiency with Microsoft Office, including Excel, and familiarity with virtual meeting tools; ability to travel 25% of the time.

Nice to have

• Experience in behavioral or mental health care.
• Experience with customer success management applications.
• Experience with enterprise electronic health record software design, development, support, training, implementation, or consulting.
• Group presentation experience.

Culture & Benefits

• Emphasis on customer satisfaction, accountability, teamwork, collaboration, adaptability, and initiative.
• Inclusive workplace committed to equal opportunity and diversity.