Principal Customer Success Manager (Medtech)

TL;DR

Principal Customer Success Manager (Medtech): Managing and expanding relationships with hirify.global's largest payer customer with an accent on driving retention, growth, and cross-functional initiatives. Focus on demonstrating value proposition, owning the customer lifecycle, and continuously improving customer success processes within the complex US healthcare system.

Location: Fully remote within the US (approx. 10-15% travel required)

Salary: $160,000–$200,000

Company

hirify.global is a leading product company revolutionizing mental healthcare through clinically validated technology and partnerships with over 450 companies.

What you will do

• Serve as senior leader and strategic partner for hirify.global's largest payer customer.
• Develop collaborative relationships with payer leadership to drive impact, retention, and growth.
• Own the customer lifecycle from implementation to upsells and renewals.
• Spearhead cross-functional initiatives to present customer feedback and process improvements.
• Drive variable revenue through targeted engagement strategies.
• Play a critical role in continuous improvement of customer success processes.

Requirements

• 10-15 years of experience in account management, customer success, or healthcare management, preferably with National Accounts/Jumbo Payer Customers.
• Extensive experience managing and expanding relationships with national and regional health plans.
• Demonstrated success achieving renewal, upsell, and revenue growth targets within jumbo accounts.
• Exceptional project management skills and organization.
• Outstanding communication skills with a thoughtful and collaborative approach.
• Deep passion for transforming the U.S. healthcare system, especially mental health.
• Willing and able to travel as necessary (10-15%).

Nice to have

• Previous exposure to the complexities and challenges in US healthcare.
• Experience using data visualization techniques.
• Experience with member communication strategies.

Culture & Benefits

• Comprehensive Health, Dental, Vision benefits starting day one, including One Medical, HSA, and FSA with employer contribution.
• Employer-sponsored 401(k) match up to 2% for retirement planning.
• Yearly allotment of no-cost mental health visits for you and dependents.
• Competitive paid time off policies including vacation, sick leave, and company holidays.
• Parental leave of 16-18 weeks after 6 months tenure.
• Access to wellness programs like Noom, Carrot (fertility), Wellhub, and BrightHorizons (child/elder care).
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching.