Director, Customer Success Operations (Healthcare SaaS)

TL;DR

Director, Customer Success Operations (Healthcare SaaS): Driving operational excellence across Customer Success, Support, and Professional Services with an accent on strategic planning, data-driven insights, and AI adoption. Focus on optimizing the CS operating rhythm, building predictive retention models, and improving the overall client experience.

Location: Remote (United States)

Salary: $200,000 - $228,000 USD (Zone 1)

Company

hirify.global is an all-in-one EHR+ platform built exclusively for independent healthcare practices to streamline operations and reduce burnout.

What you will do

• Drive the CS operating rhythm, including annual roadmaps, quarterly objectives, and executive communication.
• Manage capacity planning and headcount models to ensure proactive hiring and productivity alignment.
• Establish a single source of truth for CS metrics using Gainsight and Salesforce, including predictive retention models for GRR and NRR.
• Implement a Voice of Customer (VOC) program to drive improvements in retention and customer satisfaction.
• Lead AI adoption to enhance employee efficiency and improve customer outcomes.
• Optimize the top 20 CS processes to reduce friction in the customer journey, from sales hand-off to cancellation.

Requirements

• 10+ years of leadership experience in Business Operations, CS Operations, or Consulting.
• Must be based in the United States.
• Proven technical understanding of AI trends and the capability to create value through AI adoption.
• Strong analytical skills with the ability to derive actionable business stories from data.
• Exceptional executive communication skills, both written and verbal.
• Bachelor's degree or equivalent experience.

Nice to have

• Experience in Healthcare or Healthcare SaaS domains.

Culture & Benefits

• Competitive base compensation with variable pay opportunities.
• Comprehensive healthcare benefits package.
• Remote work support, including discounts on Dell home office equipment.
• Wellness resources via Gympass and Telus Employee Assistance Program.
• Culture based on simplicity, entrepreneurial spirit, and collaboration.