Customer Success Specialist (SaaS)

TL;DR

Customer Success Specialist (SaaS): Engage high-volume book of clients to drive adoption, utilization, and best practices for healthcare and emergency response software solutions. Focus on monitoring account health, identifying upsell opportunities, and ensuring retention through proactive engagement and issue resolution.

Location: 100% remote anywhere in the US, following Remote Work Policy. Up to 25% travel (~10% average) to client sites, events.

Salary: $65,000 - $80,000 USD per year + bonus + benefits

Company

hirify.global delivers software solutions, data analytics, and services for EMS, hospitals, fire departments, and public safety.

What you will do

• Maintain client relationships, drive adoption, ensure retention, and enable product renewals
• Monitor account health and report to sales leadership and teams
• Proactively engage clients for renewals, act as advisor, and demonstrate product value
• Identify upsell/cross-sell opportunities and advocate for customer needs cross-departmentally
• Support deployment, inform on new features, and recommend training
• Stay informed on industry trends and provide product improvement insights; achieve MBO goals

Requirements

• Degree or equivalent education + relevant experience
• Exposure to customer advocacy/engagement, preferably in SaaS (post-sales/professional services)
• Familiarity with customer adoption, expansion, retention in high-volume environment
• Strong verbal/written communication, negotiation, presentation, interpersonal skills
• Self-starter, analytical, problem-solving, technical troubleshooting abilities
• Ability to travel up to 25% (~10% average) based on customer/business needs
• Knowledge/experience in fire, emergency services, healthcare preferred

Culture & Benefits

• Collaborative, team-oriented environment with passion for impact in healthcare/public safety
• Remote work policy for 100% virtual US-based roles
• Bonus, benefits, perks, and community involvement opportunities
• Equal opportunity employer committed to diversity, inclusion, and accommodations
• Participation in E-Verify for employment verification