Manager of Customer Success (Healthcare SaaS)

Location: Remote - US

Salary: $100K–$120K per year

Company

hirify.global provides workforce compliance management technology and data solutions for healthcare professionals, employers, and regulators.

What you will do

• Lead, mentor, coach, and develop a small, diverse team of Customer Success professionals.
• Guide CSMs managing enterprise, high-value, strategic accounts, including complex contract renewals, expansions, and upsells.
• Develop data-based customer success strategies to improve satisfaction, retention, and net revenue retention.
• Analyze customer health trends to mitigate churn and identify product and service improvement opportunities.
• Partner with Operations to design and test workflows, optimize processes, and improve efficiency.
• Present performance and customer insights to senior leadership while improving playbooks, training materials, resource allocation, and capacity planning.

Requirements

• 5+ years of Customer Success experience in a SaaS healthcare environment, including operational ownership in a rapidly evolving environment and experience with enterprise-level accounts.
• 2+ years of experience managing Customer Success professionals in a SaaS environment, including delegation, accountability, and ownership of team outcomes.
• Deep familiarity with SaaS and healthcare environments, customer success principles, methodologies, and best practices.
• Strong analytical, problem-solving, process design, and data interpretation skills.
• Experience presenting data internally and leading external executive business reviews.
• Proven ability to drive customer retention, growth, and advocacy, while guiding teams and accounts simultaneously.
• Excellent communication and interpersonal skills with external stakeholders and direct reports.
• Proficiency with customer success platforms and CRM systems; ability to work effectively in a fast-paced, dynamic, remote environment.
• The role is unsuitable for candidates without previous CSM team leadership, SaaS healthcare CSM experience, or experience managing enterprise accounts.

Nice to have

• Experience with Gainsight.
• Bachelor's degree in Business Administration, Marketing, or a related field.

Culture & Benefits

• Remote-first, global, distributed working environment with asynchronous communication.
• Full-time schedule: 40 hours per week, Monday through Friday unless project needs require otherwise.
• US employees receive medical, dental, and vision coverage options, including employer contributions, plus HSA and FSA options.
• US benefits include PTO, 14 paid holidays, floating and birthday holidays, volunteer time off, 401(k) matching, and lifestyle spending support.
• Professional development allowance, employee assistance programs, family-building support, and additional wellness benefits are available.
• Health insurance and benefits are also provided under country-specific programs for employees in Costa Rica and Colombia.

Hiring process

• Four stages: People Ops introduction, Hiring Manager interview, team panel, and Senior Leadership alignment interview.
• Submit thoughtful, original answers to application questions; responses such as “See resume” or “N/A” will not lead to an interview.