Senior Customer Success Operations Manager (AI)

Location: Remote-first, with meaningful office presence in San Francisco and New York; R&D roles follow a hybrid model with two days per week in the San Francisco office.

Company

hirify.global is building an AI automation platform for healthcare operators across hospitals and health systems, pharmacies, payors, and other healthcare organizations.

What you will do

• Improve customer activation, retention, renewals, and recurring revenue by identifying account patterns and risks.
• Manage a select group of key customer relationships and own customer outcomes.
• Build and evolve an activation model covering customer progress, commitments, risks, timing, value, and required resources.
• Use financial modeling to support decisions about activation timing, customer value, revenue risk, and delivery resources.
• Design and own AI-driven workflows that improve the effectiveness and consistency of Customer Success operations.
• Partner with Sales, Finance, Product, Engineering, and Customer Success to improve the customer journey and resolve outcome-impacting issues.

Requirements

• Significant experience managing complex customer accounts and improving Customer Success operations.
• Demonstrated success driving customer activation, retention, and measurable customer value.
• Strong financial modeling skills and the ability to turn analysis into sound decisions.
• Experience using AI to improve workflows that people adopt and trust.
• Ability to lead cross-functional work and influence outcomes without formal authority.
• Comfort moving between strategic account work, analysis, hands-on building, and ongoing operational ownership.

Culture & Benefits

• Mission-driven team focused on improving healthcare operations and patient impact.
• Opportunities to develop expertise through collaboration with experienced leaders.
• Remote-first work environment with office presence in San Francisco and New York.
• Medical, dental, and vision insurance, with family participation available.
• 401(k) with a company match, equity for full-time employees, unlimited PTO, and paid parental leave.
• Daily lunch, wellness, and commuter stipends for eligible employees.