Customer Success Manager (Healthcare SaaS)

TL;DR

Customer Success Manager (Healthcare SaaS): Managing client satisfaction and product adoption for healthcare providers using SaaS solutions with an accent on onboarding, retention, and strategic relationship management. Focus on driving zero churn, identifying growth opportunities, and coordinating cross-functional teams to resolve complex client issues.

Company

hirify.global provides SaaS solutions for healthcare providers, hospitals, and imaging centers.

What you will do

• Lead onboarding processes and develop tailored success plans for new clients to ensure smooth implementation.
• Maintain long-term relationships with key stakeholders and serve as the primary point of contact for day-to-day needs.
• Monitor health metrics to ensure zero churn and manage contract renewals.
• Identify upsell and cross-sell opportunities in collaboration with the Sales team to drive expansion.
• Coordinate with Technical Support, Product, and Sales teams to resolve client issues and advocate for product improvements.
• Track and report success metrics, including NPS, customer satisfaction, and usage.

Requirements

• 10+ years of experience, preferably within healthcare or healthcare IT environments.
• 3-5+ years of experience in Customer Success, Account Management, or Client Relationship Management in SaaS or healthcare.
• Demonstrated experience managing clients across multi-regional markets (Africa, Europe, Levant, GCC, and Asia).
• Familiarity with SaaS platforms and CRM tools such as Salesforce.
• Understanding of healthcare IT systems (e.g., RIS, PACS, EMR).
• Fluency in English.

Nice to have

• Proficiency in additional languages.