Manager, Customer Success

TL;DR

Manager, Customer Success (Customer Success): Lead a team of Customer Success Associates to deliver exceptional support and drive customer engagement, retention, and referral growth across health system and health plan partners with an accent on executive-level relationship management, data-driven account strategy, and cross-functional operational improvements. Focus on standardizing reporting/workflows, interpreting performance metrics, and translating clinical/behavioral health outcomes into measurable value for regulated healthcare stakeholders.

Location: Remote (USA)

Salary: $106,000-$146,000 annually

Company

hirify.global provides evidence-based mental health care through an AI-powered, integrated care platform.

What you will do

• Lead, mentor, and develop a team of Customer Success Associates, including relationship management and account strategy.
• Own customer portfolio health and retention strategy for health system partners, health plans, and referral partners to exceed targets.
• Serve as an escalation point and maintain executive relationships with C-suite decision-makers at partner organizations.
• Partner cross-functionally with Product, Clinical, Data Science, and Legal to incorporate the “voice of the customer” into roadmap and operational improvements.
• Improve operational excellence by standardizing customer reporting, communication templates, and project management workflows.
• Track performance metrics (referral volumes, customer health scores, conversion rates, upsells) and support finalist presentations and key prospect meetings.

Requirements

• 5+ years of experience in customer success, account management, or healthcare leadership, including 1+ year in a formal people-management role.
• Deep understanding of health systems, health plans, or pediatric mental health.
• Exceptional presentation and negotiation skills for high-stakes environments.
• Proven ability to manage multiple large-scale initiatives and lead cross-functional projects.
• Advanced proficiency with Google Workspace (Sheets, Slides), CRM tools (Salesforce, Asana), and data visualization tools (Tableau, Quicksight).
• Willingness to travel up to 30-40% to support team members and visit key accounts.

Culture & Benefits

• Comprehensive healthcare coverage (medical, dental, vision) plus FSA/HSA, life and disability insurance.
• Coaching and therapy services (“Lyra for Lyrians”).
• Equity via discretionary restricted stock units.
• Paid time off, sick days, company holidays, and paid parental leave.
• 401(k) with up to 3% matching and a monthly tech allowance.