Customer Success Manager (Senior Living)

Location: Fully remote; 20% travel required.

Salary: $75,000–$80,000 per year, with credit given for experience.

Company

hirify.global and Go Icon provide resident and family engagement software for senior living communities, including communications, digital signage, activity management, transportation, and AI-driven insights.

What you will do

• Manage post-implementation relationships for an assigned portfolio of customers.
• Serve as a trusted advisor and primary point of contact throughout the customer partnership.
• Drive product adoption through strategic guidance, training, education, and best-practice recommendations.
• Monitor account health, identify risks and growth opportunities, and create action plans to improve engagement and retention.
• Coordinate with cross-functional teams to resolve issues, support renewals, and improve the customer experience.
• Collect customer feedback, maintain accurate account records, and contribute to improvements in customer success programs.

Requirements

• 3+ years of experience in customer success, account management, client services, or a similar customer-facing role.
• Strong relationship-building, communication, analytical, and problem-solving skills.
• Ability to manage multiple accounts, priorities, follow-ups, and deadlines with strong attention to detail.
• Ability to learn software products and explain workflows, features, and best practices clearly.
• Ability to work independently in a remote environment and collaborate effectively across teams.
• Proactive, organized, customer-focused, and able to take ownership through completion.

Nice to have

• Experience in a software or technology environment.
• Familiarity with CRM systems, customer success platforms, and support or project management tools.
• Experience in senior living.

Culture & Benefits

• Fully remote work with 20% travel required.
• Health insurance with company-paid employee-only coverage, plus FSA and HSA options.
• Company-paid dental, life, and short- and long-term disability insurance.
• 401(k) plan with company match and safe harbor contribution.
• Paid time off and additional vision, critical illness, voluntary life/AD&D, and accident benefits.

Hiring process

• Complete the required application questionnaire.
• Applications are accepted on a rolling basis.
• Applicants may be subject to a background check.