Director of Customer Success (Healthcare IT)

TL;DR

Director of Customer Success (Healthcare IT): Driving adoption, value realization, and long-term partnerships across the customer portfolio with an accent on a scaled, digital-first success model. Focus on deepening engagement, strengthening retention, and maximizing customer outcomes using data-driven playbooks.

Location: Remote (US)

Salary: $156,240 - $195,300

Company

hirify.global is a healthcare technology company providing a comprehensive care platform designed to help clients achieve their digital care ambitions and improve access to affordable, effective care.

What you will do

• Develop and operationalize a scaled, digital-first success program for proactive, value-driven customer engagement.
• Build and maintain trusted executive relationships, serving as a strategic advisor on adoption and business impact.
• Lead the transition of customers from onboarding to proficiency and advocacy within the product suite.
• Monitor customer health in Gainsight and create data-driven playbooks for risk mitigation and upsell opportunities.
• Manage complex support escalations and partner with Product and Support teams to improve the end-to-end customer experience.
• Coach and develop a high-performing Customer Success team while reporting on key metrics like NPS and retention.

Requirements

• Must be based in the United States
• Bachelor’s Degree in Business Administration, Economics, Finance, or a related field.
• 10+ years of experience leading a large-scale customer success organization, preferably in healthcare IT.
• Experience working in a high-growth company with distributed operations.
• Demonstrated success scaling operations while improving the customer experience.
• Proven leadership experience developing mid-level managers and directors.

Nice to have

• Experience with Gainsight and Salesforce.

Culture & Benefits

• Virtual-first work environment with flexibility, including Summer Fridays and designated Mental Health Days.
• Comprehensive health, dental, and vision insurance plans.
• 401K match and Employee Stock Purchase Program.
• Flexible Personal Time Off (Vacation) and Paid Parental Leave.
• Tuition Assistance Program and free subscriptions to the Calm App and hirify.global’s Telehealth Services.