Head of Customer Success & Operations (HealthTech)

TL;DR

Head of Customer Success & Operations (HealthTech): Building and scaling the customer success function for an innovation team within a healthcare EHR platform with an accent on AI-driven support and PHI compliance. Focus on designing a scalable CS strategy, constructing an AI agent knowledge base, and managing the high-touch onboarding of alpha providers.

Location: Remote (United States)

Salary: $191,500 - $204,000 USD

Company

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

What you will do

• Onboard and support the initial Alpha cohort of providers manually to build deep product and customer intuition.
• Develop a structured question taxonomy from provider interactions to serve as the foundation for the AI agent knowledge base.
• Own and manage the AI CS agent corpus as a product artifact, ensuring accuracy and strict PHI compliance.
• Define PHI routing protocols and coordinate with licensed clinical consultants for high-risk escalations.
• Build the long-term CS strategy, including hiring plans, team structure, and a metrics framework (CSAT, resolution rate, retention).
• Collaborate with GTM and Growth leads to identify provider satisfaction signals and generate referrals.

Requirements

• 7–10 years of experience in customer success, including at least one instance of building a CS function from scratch in SaaS.
• Proven leadership experience in hiring and managing a CS team.
• Must be based in the United States.
• Deep fluency in PHI and HIPAA obligations within a healthcare context.
• High proficiency with AI tools and a clear vision for AI-driven transformation of support operations.
• Strong communication skills for navigating sensitive clinical or emotionally charged customer interactions.

Nice to have

• Healthcare-adjacent experience or familiarity with mental health clinical workflows.

Culture & Benefits

• Remote-first work environment for US-based employees.
• Comprehensive healthcare benefits.
• Home office equipment discounts through Dell.
• Mental and physical health resources via Gympass and Telus Employee Assistance Program.
• Entrepreneurial culture that values simplicity, customer-centricity, and collaboration.