Customer Success Manager (AI)

TL;DR

Customer Success Manager (AI/Medtech): Managing customer satisfaction across B2C and B2B segments for an AI medical platform with an accent on feedback loops and churn reduction. Focus on identifying friction points in the customer journey and driving cross-functional initiatives to improve product value.

Location: Hybrid (New York City)

Salary: $110K – $150K + Equity

Company

hirify.global is the first AI legally authorized to practice medicine, processing millions of consultations monthly with high clinical accuracy.

What you will do

• Monitor and improve satisfaction metrics (NPS, CSAT) across patient and enterprise partner segments.
• Build strong feedback loops between customers and product, engineering, and clinical teams.
• Identify customer journey friction points and drive cross-functional initiatives to resolve them.
• Develop and track scalable service quality standards.
• Report on customer health trends to leadership, translating data into actionable insights.
• Collaborate with enterprise account teams to ensure health systems and payers realize product value.

Requirements

• 3+ years of customer success experience, ideally in high-growth technology companies.
• Analytical mindset with experience in NPS, CSAT, retention analysis, and churn metrics.
• Ability to effectively influence product, engineering, and clinical teams.
• Must be based in New York City for a hybrid work arrangement.
• Comfortable managing ambiguity and competing priorities in a fast-paced startup environment.

Nice to have

• Experience in healthcare, telehealth, or health tech.
• Familiarity with CS platforms such as Zendesk, Intercom, or Gainsight.
• Knowledge of HIPAA and healthcare privacy requirements.
• Background in clinical operations or healthcare delivery.
• Track record of building customer success programs from the ground up.

Culture & Benefits

• Comprehensive health, dental, and vision coverage.
• Equity opportunities to share in the company's growth.
• Mental health support and flexible time off.
• Opportunity to work with cutting-edge AI transforming the healthcare industry.