Manager, Customer Experience (Healthcare)

Location: NY office; hybrid schedule with work from home and 3 office days set by the employee and team

Salary: $128,000–$176,000 annually, with potential bonus and equity

Company

hirify.global develops real-world evidence solutions and technology to modernize cancer care and accelerate oncology research.

What you will do

• Lead and develop a team of Customer Success Specialists responsible for post-signature support operations, training logistics, and offline question support.
• Own and improve customer experience playbooks, standard operating procedures, and enablement workflows.
• Identify operational bottlenecks and partner with Knowledge Management and technical teams on workflow automation, including ticket routing and user access.
• Oversee high-touch client support, onboarding journeys, customer data training, and coordination with research, scientific, and product teams.
• Manage support triage, service levels, escalation of complex scientific and data questions, and customer satisfaction measurement.
• Capture recurring customer questions and feedback to improve Knowledge Center content and inform product roadmap priorities.

Requirements

• 4+ years of experience in Customer Success, Customer Experience, Client Enablement, or Support Operations within real-world data/evidence, pharmaceutical, or healthcare environments.
• 1–2+ years of direct people management experience, including coaching and operational improvement.
• Experience documenting operational playbooks and partnering with technical teams to implement process improvements.
• Ability to learn complex oncology data models, methodologies, and software tools and explain technical concepts clearly to clients.
• Strong customer focus and ability to use quantitative data to identify systemic improvements.
• Experience with or willingness to learn Zendesk, Jira, Okta, Airtable, and AI-assisted workflow tools.

Culture & Benefits

• Flexible work hours and flexible paid time off.
• Comprehensive compensation and benefits package.
• 401(k) contribution and financial health resources, including one-to-one financial advice.
• Mental well-being services and parental benefits, including family-building support and generous leave.
• Travel support for safe healthcare services and resources for continuous learning and inclusion.