Post-Sales Account Manager

TL;DR

Post-Sales Account Manager (Healthcare SaaS): Train users, manage account issues, adoption gaps, and coordinate resolutions across teams with an accent on upselling products and handling multi-branch accounts. Focus on troubleshooting user problems, documenting friction points for engineering, and driving product adoption metrics.

Location: Shaw Blvd, Mandaluyong City, Metro Manila, Philippines

Company

hirify.global offers a single, end-to-end platform for automating and optimizing healthcare and medical diagnostic lab operations including integration with any lab machine.

What you will do

• Train new users and run refresher sessions for existing users.
• Track and manage usage issues, adoption gaps, and day-to-day concerns of assigned accounts.
• Log all user issues and requests in the ticketing system and keep it updated.
• Endorse tickets to onboarding, customer support, or engineering with complete context; monitor progress and close the loop with users.
• Coordinate cross-team fixes requiring onboarding, CS, or engineering support.
• Document recurring user patterns, friction points, and problems; share with engineering.
• Work with marketing to identify upsell opportunities and activate additional client branches.
• Manage multi-branch accounts and align all branches on usage, training, and issue resolution.

Requirements

• 2–4 years of experience in Customer Success, Account Management, or Technical Support, preferably in B2B SaaS.
• Proven experience using ticketing systems (e.g., Jira, Zendesk, Intercom) and CRM tools (e.g., HubSpot, Salesforce).
• Strong ability to explain complex technical workflows to non-technical users and conduct training sessions.
• Demonstrated problem-solving skills for troubleshooting, root cause analysis, and documenting issues for engineering.
• Experience identifying upsell opportunities and collaborating with Marketing to drive adoption.
• Strong organizational skills for managing complex, multi-branch, or enterprise-level accounts.

Nice to have

• Experience in Healthcare, MedTech, or Laboratory sectors.
• Background in teaching, adult education, or corporate training.
• Familiarity with product adoption metrics and user churn analysis.