Customer Success Leader (Medtech)

TL;DR

Customer Success Leader (Medtech): Managing a team of SMB Customer Success Managers to drive net revenue and maximize platform value for healthcare facilities with an accent on scalable engagement strategies and churn mitigation. Focus on designing automated retention playbooks, coaching commercial expertise, and optimizing portfolio health for high-volume SMB segments.

Location: Remote (Must be based in the US; E-Verify company)

Compensation: $144,000 - $160,000 OTE

Company

hirify.global is a high-growth series-C technology startup reimagining healthcare work through an on-demand marketplace and workforce management tools.

What you will do

• Lead a team of SMB Customer Success Managers to drive Gross Retention Rate (GRR) and minimize churn across a massive book of business.
• Design and implement highly-automated, scalable programs to improve retention, expansion, and customer engagement.
• Coach the team in commercial expertise, including value-based selling, negotiation, and data-driven customer interactions.
• Manage capacity planning and headcount forecasting based on evolving customer segments and revenue targets.
• Analyze churn data and customer health scores to predict trends and proactively adjust team strategy.
• Collaborate with the Product team as the internal voice of the customer, providing qualitative and quantitative feedback.

Requirements

• 3+ years of people management experience in Customer Success or Account Management, ideally in an SMB environment.
• Proven track record of owning or influencing retention, churn, and expansion metrics.
• Bachelor's degree or equivalent experience, preferably in healthcare tech, software, or EMR space.
• Strong technical proficiency in Salesforce, Tableau, Gong, Slack, and various AI tools.
• Ability to coach and develop team members in both engagement and commercial skills.
• Must be authorized to work in the US (E-Verify).

Culture & Benefits

• Competitive compensation including 401k and long-term incentives.
• Full suite of healthcare benefits including medical, dental, and vision insurance.
• Flexible work environment with unlimited PTO and paid parental leave.
• Opportunity to drive meaningful business impact within a mission-oriented healthcare startup.
• Fully remote digital work environment.