Customer Success Manager (Healthcare SaaS)

TL;DR

Customer Success Manager (Healthcare SaaS): Managing and optimizing client partnerships for a leading health tech platform with an accent on relationship growth and value realization across clinical and financial levels. Focus on driving product adoption, mitigating churn, and identifying expansion opportunities within the US Great Lakes territory.

Location: Remote (USA). Requires 25-50% travel to client locations and company offices in Mississauga or Salt Lake City.

Salary: $95,000 - $106,000 per year

Company

A leading founder-led health tech company that provides the largest long-term and post-acute care dataset and platform for over 30,000 provider organizations.

What you will do

• Build and expand strategic relationships with clients at all levels, including C-Suite executives.
• Develop and execute Success Plans to align hirify.global solutions with client organizational goals.
• Conduct regular business reviews to drive adoption and maximize the value of the software.
• Collaborate cross-functionally with internal teams to advocate for customer needs and prioritize requests.
• Identify sales expansion opportunities in coordination with Account Executives.
• Develop "Save plans" for at-risk accounts and implement turnaround strategies to mitigate churn.

Requirements

• Experience in a Customer Success role managing a book of business specifically within the healthcare SaaS space.
• Must be based in the USA.
• Proven track record of sustaining and growing professional relationships and delivering results.
• Proficiency using CRM tools such as Salesforce or Gainsight.
• Ability to travel 25-50% to various client and company locations.
• Excellent communication, presentation, and analytical problem-solving skills.

Nice to have

• Experience with Electronic Health Records (EHR).
• Domain knowledge in long-term post-acute care markets.
• Experience presenting to and building relationships with high-level executives.

Culture & Benefits

• Comprehensive benefits package starting from Day 1.
• Retirement plan matching.
• Flexible Paid Time Off.
• Wellness support programs and resources.
• Parental, caregiver, fertility, and adoption support.
• Continuous development support program.