Manager of Customer Success (Medtech)

TL;DR

Manager of Customer Success (Medtech): Scaling and leading the US customer success function for an AI-powered healthcare platform with an accent on account utilization, churn reduction, and revenue expansion. Focus on building customer health frameworks, leading executive business reviews, and managing a team of CS specialists to drive clinical and business value.

Location: Remote within the U.S. (requires 30–40% travel for customer visits)

Salary: $110,000 - $130,000 base salary

Company

hirify.global is a healthcare company utilizing AI and machine learning technology to rethink care through innovative eye screening and systemic condition management.

What you will do

• Drive exam utilization and adoption across the account portfolio through targeted action plans.
• Develop and maintain a customer health scoring framework to prioritize at-risk accounts and allocate resources.
• Lead quarterly business reviews with health system executives, presenting ROI metrics and clinical outcomes.
• Own the upsell motion for SMB accounts and identify expansion opportunities for enterprise deals.
• Aggregate customer feedback and product friction points to inform the Product and Engineering roadmap.
• Manage, coach, and develop a team of CS Specialists, defining team KPIs and account coverage strategy.

Requirements

• 5+ years of experience in customer success or account management within healthcare technology, health IT, or medical devices.
• 2+ years of direct people management experience leading a CS or account management team.
• Proven track record of managing retention, expansion revenue, and NPS/CSAT.
• Experience conducting executive-level business reviews and building ROI narratives for healthcare customers.
• Must be based in the U.S. and willing to travel 30-40%.
• Experience supporting customers in regulated environments (FDA-cleared technology, HIPAA).

Nice to have

• Experience with CRM platforms such as HubSpot or Salesforce.
• Experience with customer success tools like Gainsight or Totango.

Culture & Benefits

• Competitive compensation package including base salary and performance-based bonuses.
• Comprehensive health, vision, dental, and commuter benefits.
• Generous monthly health and wellness reimbursement.
• Exposure to the intersection of artificial intelligence and healthcare.
• Collaborative environment with access to world-class mentors and industry experts.