Customer Success Manager (Healthcare SaaS)

TL;DR

Customer Success Manager (Healthcare SaaS): Manage and scale the Customer Success function for hirify.global's AI notetaker solution Noa Enterprise, focusing on onboarding, engagement, retention, and operational metrics. With an accent on building scalable processes and cross-functional alignment. Focus on defining KPIs, dashboards, and improving customer outcomes across multiple markets.

Location: Remote within Spain or Poland

Company

hirify.global is the world’s largest healthcare platform connecting millions of patients with doctors across multiple countries, offering SaaS and AI tools to improve healthcare operations.

What you will do

• Shape and scale the Customer Success operating model including KPIs, lifecycle, and frameworks to drive retention and expansion.
• Own and improve the end-to-end customer journey from onboarding to re-engagement.
• Build performance dashboards and cohort views partnering with BI, CRM, and Operations teams.
• Drive cross-functional alignment across local and global teams to create scalable solutions.
• Proactively identify risks and ensure resolution with strong ownership.
• Contribute to strategic Customer Success initiatives and projects.

Requirements

• Must be fluent in English (C1+).
• Must be located in Spain or Poland with legal right to work; no visa sponsorship available.
• Experience in project/program management, customer success, or operations in complex environments.
• Proficiency with SaaS, healthcare, or B2B operations; experience in two is a strong plus.
• Strong data skills including KPI definition and dashboard/reporting requirements.
• Experience with CRM tools such as Salesforce or HubSpot.

Nice to have

• Exposure to AI products, digital health, or enterprise service design.
• Experience in customer segmentation, service model design, or operational scaling.

Culture & Benefits

• Global healthcare insurance and wellness benefits.
• Local perks such as meal vouchers, transport allowances, and parental leave depending on location.
• Career growth opportunities with cross-functional projects.
• Diverse and inclusive global team environment.
• Flexible remote work and working hours with optional office presence in multiple hubs.
• No visa sponsorship; candidates must have legal right to work in their country.

Hiring process

• Intro call with Talent Partner to assess fit and motivation.
• Interview with Hiring Manager to discuss background and aspirations.
• Take-home business case exercise with collaborative discussion.
• Optional final interview with a peer from the global team.
• References check and offer.