Sr. Manager, Customer Success (Healthcare Technology)

Location: Greater Minneapolis-St. Paul Area, US; hybrid

Company

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

What you will do

• Lead and manage the Customer Success team through mentoring, strategic direction, and a high-performance culture.
• Own the full customer lifecycle for several hundred home care agency customers, driving adoption, retention, renewals, and expansion measured by NRR and GRR.
• Build long-term customer partnerships, lead business reviews and strategic discussions, and influence platform adoption with senior client leadership and executives.
• Prepare executive steering committee presentations and navigate complex client requests and issue escalations.
• Work cross-functionally with Product, Implementation, and other areas to deliver customer commitments and communicate client feedback to senior leadership.
• Use customer data, analytics, Gainsight, Salesforce, and gen AI to track portfolio health and improve team efficiency and output.

Requirements

• Experience leading and managing a Customer Success team through mentoring and strategic direction.
• Ability to manage a portfolio of several hundred home care agency customers across adoption, retention, renewal, and expansion.
• Ability to align customer business needs, pain points, and challenges with product value through listening, problem solving, consulting, and education.
• Ability to lead business reviews and strategic discussions with senior client leadership, identify stakeholders, and build relationships with key executives.
• Ability to create polished PowerPoint presentations for executive steering committee sessions.
• Ability to manage customer expectations and commitments, navigate complex requests and escalations, and provide customer feedback to senior leadership.
• Subject matter expertise in customer-prioritized areas such as healthcare billing, EVV compliance, care documentation, and financial reporting.
• Ability to use customer data and analytics to track portfolio health and proactively address customer needs.
• Ability to perform each essential job duty satisfactorily, with or without reasonable accommodation.

Culture & Benefits

• Collaborative, customer-focused environment with a start-up mindset.
• Values include flexibility, adaptability, innovation, and continuous improvement.
• Small, impactful team with opportunities to contribute ideas and deliver meaningful customer outcomes.
• Regular travel to client sites, conferences, and industry events is required.