Supervisor, SMB Customer Success (Healthcare)

Location: Fully on-site in the Minneapolis, MN office, United States

Company

hirify.global provides an end-to-end technology platform connecting patients, personal care providers, managed care organizations, and states across home and community-based care.

What you will do

• Lead a team of Customer Advisors supporting adoption, retention, engagement, and account health for SMB providers with $30K ARR and below.
• Coach, mentor, and performance-manage team members while fostering a collaborative, results-driven environment.
• Monitor GRR, adoption, churn, satisfaction, engagement, and other KPIs to identify at-risk customers and improve performance.
• Direct renewal execution, escalate renewal risks, pricing exceptions, and nonstandard contract terms, and support high-impact customer escalations.
• Partner with product, marketing, finance, and leadership to resolve customer issues and improve service offerings.
• Support hiring, onboarding, and development of qualified Customer Advisors.

Requirements

• Experience leading, coaching, and developing customer-facing team members.
• Ability to manage customer adoption, retention, renewals, escalations, and account health.
• Ability to monitor and improve team KPIs, customer engagement, satisfaction, GRR, and churn metrics.
• Ability to identify customer business needs, pain points, and challenges and communicate actionable feedback internally.
• Ability to work fully on-site in the Minneapolis, MN office.
• Ability to perform essential job duties with or without reasonable accommodation.

Culture & Benefits

• Collaborative and results-driven working environment.
• Opportunity to contribute to technology supporting aging people and people with disabilities in their homes and communities.
• Cross-functional collaboration with product, marketing, finance, and leadership.