Customer Success Manager (Healthtech)

TL;DR

Customer Success Manager (Healthtech): Managing a pooled portfolio of customers and building a scalable Customer Success model with an accent on adoption, retention, and operational excellence. Focus on designing customer journeys, developing playbooks, and leveraging data to improve customer outcomes at scale.

Location: Hybrid in Canada (Montréal, Toronto, or Quebec City)

Company

hirify.global is a leading Canadian healthcare orchestration and billing company that leverages Healthcare BI and advanced analytics to make healthcare systems more agile and efficient.

What you will do

• Manage a pooled portfolio of customers to drive adoption, engagement, retention, and growth.
• Design and operationalize a scalable Customer Success model, including the creation of playbooks and customer journeys.
• Execute scaled engagement programs such as webinars, office hours, and enablement campaigns.
• Monitor customer health signals and usage trends to identify at-risk accounts and coordinate mitigation plans.
• Collaborate cross-functionally with Product, Support, Sales, and Marketing to ensure a seamless customer experience.
• Capture and synthesize customer feedback to influence product direction and business decisions.

Requirements

• 5+ years of experience in Customer Success within a SaaS environment.
• Fully bilingual in English and French (written and verbal).
• Demonstrated experience managing high-volume, pooled, or digital customer portfolios.
• Proven ability to build operational frameworks, customer programs, or playbooks from the ground up.
• Strong analytical skills to translate customer data and health indicators into action.
• Ability to manage multiple competing priorities in a high-volume environment.

Nice to have

• Experience in health tech, healthcare operations, or healthcare SaaS.
• Experience working directly with physicians and clinical leaders.
• Familiarity with CRM platforms such as Salesforce.
• Experience working in a high-growth or scaling organization.

Culture & Benefits

• Recurring hybrid work allowance.
• 4 to 6 weeks of paid vacation per year, plus 5 paid personal days.
• Group RRSP / DPSP plan with employer contribution.
• Comprehensive group insurance plan starting from day 1.
• Annual wellness allowance and access to Lumino Health telehealth application.
• Flexible work hours.