Leader, Customer Adoption & Experience (Healthcare Technology)

Location: South Jordan, Utah, United States. The company prefers a hybrid approach; remote work opportunities vary by team, role, performance, and business needs, with final expectations discussed during interviews.

Company

hirify.global provides a unified cloud suite for medical practices, including practice management, electronic health records, patient engagement, and managed medical billing services.

What you will do

• Own the end-to-end post-sale customer journey across implementation, onboarding, long-term customer success management, and support.
• Define adoption milestones, customer moments, lifecycle playbooks, engagement models, and digital customer success programs with cross-functional leaders.
• Identify customer friction and improve time-to-value through automation, self-service training, and operational changes.
• Lead Enablement for customers, Professional Services, CSMs, and Support, shifting toward proactive education tied to journey gaps, product releases, and regulatory changes.
• Build and operate the voice-of-the-customer program with Product, Marketing, Support, BI, and Customer Success Systems.
• Define adoption and experience metrics, connect outcomes to GRR, and lead the Enablement team and Program Manager, Customer Journey & Insights.

Requirements

• 8+ years of progressive experience in customer success, customer experience, customer education, or related post-sale functions, including at least 3 years in people leadership.
• Experience in B2B SaaS or healthcare technology and a bachelor's degree in Business, Communications, Education, or a related field; equivalent experience is considered.
• Experience designing and scaling digital or tech-touch customer success programs that improved adoption or retention.
• Proven ability to map customer journeys, lead customer education or enablement teams, and turn qualitative and quantitative feedback into action.
• Data fluency, including defining metrics, interpreting analysis, directing analysts, and connecting outcomes to GRR, NRR, and time-to-value.
• Strong executive communication, cross-functional influence, and ability to operate as both a strategic leader and hands-on builder.

Nice to have

• Program-level experience with customer success and digital adoption platforms such as Planhat, Gainsight, or Pendo.
• Experience applying AI to content creation, customer feedback analysis, or customer engagement at scale.
• Experience building a function from an early stage, including defining roles and headcount needs.
• Hands-on analytical skills with SQL, BI tools, or advanced Excel, or a customer success/customer experience certification.
• Healthcare technology, practice management, or EHR software experience.

Culture & Benefits

• Culture centered on intentionality, purposeful urgency, respect, continuous improvement, and collaboration with clients.
• Competitive compensation and total rewards.
• Health, dental, and vision insurance.
• 401(k) with company match, paid time off, and holidays.
• Hybrid and remote work opportunities, career development support, and a collaborative work environment.