Director, Customer Success (Healthcare SaaS)

Location: USA Remote - Nashville, TN 37203; travel up to 10% to customer sites and/or Nashville headquarters.

Salary: $101,100–$130,000 per year.

Company

hirify.global provides healthcare workforce solutions, including learning, clinical development, credentialing, scheduling, and other SaaS applications.

What you will do

• Shape the customer engagement model with Customer Experience leadership to improve customer outcomes, NPR scores, and renewals.
• Develop, analyze, and communicate customer health metrics to address churn risk, utilization, and satisfaction.
• Execute customer success strategies and quantify results through reports and dashboards.
• Design cross-functional processes with Sales, Onboarding, Training, Product Management, Development, and Customer Support to accelerate adoption, identify upsell opportunities, and improve the customer lifecycle.
• Build executive-level customer relationships, participate in customer meetings, and serve as the voice of the customer.
• Mentor cross-functional teams, support quarterly PIP goals, remove barriers, and contribute to personnel recommendations when necessary.

Requirements

• 5–7 years of experience in a customer success leadership role, with proven results in that role.
• Experience across the full customer lifecycle, including Sales, Training, Onboarding, ongoing Customer Support, and Success.
• Knowledge of healthcare SaaS development, QA, and Product Management.
• Excellent communication, interpersonal, and presentation skills.
• Advanced problem analysis and problem-solving skills.
• Experience with renewals forecasting, customer risk mitigation, data analysis and interpretation, Microsoft Office, CRM, and success management tools.
• Ability to influence and drive change across all organizational levels.
• Ability to work independently, collaborate cross-functionally, develop an effective team, prioritize, multitask, and analyze data to achieve outcomes.

Culture & Benefits

• Fully remote work with work-from-home flexibility; hirify.global also has resource centers in Nashville and San Diego for nearby team members.
• Medical, dental, and vision insurance, life insurance, disability coverage, and additional health protection plans.
• Paid time off, parental leave, 401(k) and Roth plans, flexible spending and health savings accounts.
• Fitness reimbursement, wellness support, employee assistance, identity protection, legal protection, and pet insurance.
• Mission-oriented, inclusive, collaborative environment with career growth, continuous learning, volunteer time off, and wellness workshops.