Customer Success Manager, Site Research (CTMS)

Location: Remote, United States. Applicants must not require employer-sponsored work authorization now or in the future.

Base salary: $90,000–$136,000 per year, plus bonus, equity, and benefits.

Company

hirify.global is a data platform and technology company developing AI-enabled precision health solutions by combining healthcare data, technology, and data science.

What you will do

• Manage post-sales relationships across a portfolio of hirify.global Viewpoint Site CTMS customers.
• Lead customer onboarding, implementation, end-user training, and adoption planning.
• Conduct business reviews and account planning with executive sponsors, operational leaders, and end users.
• Manage retention, renewals, contract negotiations, revenue growth, and expansion opportunities.
• Partner with Sales, Product, Engineering, Support, and Learning to resolve escalations and advocate for customer needs.
• Monitor customer health metrics, usage data, support tickets, protocol volume, CRM documentation, and renewal forecasts.

Requirements

• Bachelor’s degree or equivalent education and relevant experience.
• At least 3 years of experience in Customer Success, Account Management, Client Services, Clinical Research, or Healthcare Technology.
• Experience managing customer relationships, engaging executive and operational stakeholders, and driving retention and contract renewals.
• Strong communication, presentation, problem-solving, and cross-functional organizational skills.
• Ability to manage multiple priorities and accounts in a fast-paced environment.
• Must be authorized to work in the United States without current or future employer sponsorship.

Nice to have

• Experience with SaaS, healthcare technology, clinical research operations, site workflows, or Clinical Trial Management Systems.
• Experience supporting enterprise healthcare organizations, Integrated Delivery Networks, or Academic Medical Centers.
• Experience with contract negotiation, pricing exceptions, deal desk processes, and renewal forecasting.
• Familiarity with customer health metrics, structured account planning, and proactive adoption strategies.

Culture & Benefits

• Remote work within the United States.
• Bonus, equity, and employee benefits in addition to base salary.
• Cross-functional collaboration across Sales, Product, Engineering, Support, Legal, Finance, and Learning.