Customer Success Manager, SMB

TL;DR

Customer Success Manager, SMB: Proactively identifying, engaging, and stabilizing customers at risk of churn, with an accent on adoption recovery, customer health improvement, and structured case management. Focus on consultative discovery, re-onboarding, training, and solutioning to ensure sustained value realization.

Location: Austin, Texas, United States or Dallas, Texas, United States

Salary: $125,000–$150,000 USD

Company

hirify.global is building the infrastructure layer for modern healthcare, connecting fragmented EHR systems to accelerate innovation in healthcare.

What you will do

• Manage a queue of risk mitigation tickets, prioritizing based on severity, impact, and urgency.
• Execute multi-touch outreach campaigns and conduct discovery calls to identify root causes of product underutilization.
• Deliver tailored training, reimplementation, or optimization sessions.
• Monitor post-consultation usage and proactively intervene if adoption stalls.
• Maintain accurate documentation of customer engagements and success plans in HubSpot.

Requirements

• 2+ years of experience in Customer Success, Account Management, Implementation, or Onboarding.
• Strong discovery, communication, and consultative problem-solving skills.
• Comfort engaging customers via phone, video, and written communication.
• Experience working in structured workflows and CRMs (HubSpot preferred).
• Ability to analyze usage data and translate insights into action.
• Strong time management and follow-through in a high-volume environment.

Nice to have

• Experience in customer success, churn prevention, or adoption-focused roles.
• SaaS or healthcare technology experience.
• Familiarity with training, onboarding, or reimplementation motions.
• Experience managing multiple concurrent customer cases.

Culture & Benefits

• Full Medical, Dental, and Vision (up to 100% covered).
• 401K and commuter benefits.
• Flexible PTO.
• High-impact work that directly improves the healthcare experience for millions.
• Values include solving customer problems, taking ownership, direct communication with positive intent, and default trust.