Senior Customer Success Specialist

TL;DR

Senior Customer Success Specialist (Customer Support): Manage advanced customer interactions, escalated inquiries, and customer retention initiatives with an accent on healthcare SaaS products and strategic customer engagement. Focus on providing specialized troubleshooting, mentoring junior team members, and collaborating with sales/support teams to improve customer satisfaction and product utilization.

Location: Hybrid role with requirement to commute 2 days per week to a US-based office in Chicago, IL; Coppell, TX; Minneapolis, MN; Riverwoods, IL; or Kennesaw, GA.

Salary: $95,560 - $133,750 USD

Company

hirify.global is a global information services and publishing company specializing in healthcare, tax, accounting, and legal sectors.

What you will do

• Oversee advanced customer onboarding and manage escalated inquiries.
• Provide specialized troubleshooting and advanced product usage training.
• Monitor customer performance and engagement metrics regularly.
• Develop detailed documentation and reports on customer interactions.
• Partner with sales and support teams to deliver complex customer solutions.
• Mentor junior team members and contribute to customer retention strategies.

Requirements

• Must be able to commute 2 days per week to a US-based office.
• Bachelor’s degree required; Business Health Administration preferred; advanced degree recommended.
• 3+ years in SaaS customer success or related roles with strategic/enterprise focus.
• Healthcare industry knowledge preferred, including clinical decision support, EHRs, and healthcare workflows.
• Excellent communication skills, including engagement with C-suite executives.
• Proficiency with CRM software such as Salesforce and advanced technical troubleshooting skills.

Culture & Benefits

• Hybrid work model with partial onsite presence.
• Focus on mentorship and team collaboration.
• Opportunities to work with healthcare SaaS products.
• Emphasis on professional development and project management skills.

Hiring process

• Interviews conducted without AI assistance or external prompts to ensure authenticity.
• In-person interviews required, including onsite visits to hirify.global offices.
• Use of AI-generated responses or third-party support during interviews results in disqualification.