Customer Success Lead (Healthcare)

TL;DR

Customer Success Lead (Healthcare): Building relationships and strengthening product adoption for autism and IDD care software with an accent on customer engagement, conflict resolution, and KPI management. Focus on driving best practices, identifying expansion opportunities, and acting as a trusted advisor to therapy providers.

Location: Hybrid in Holmdel, NJ or Fort Lauderdale, FL; remote candidates considered if located in MST/PST time zones.

Salary: $65,000–$80,000 USD

Company

hirify.global is a leading provider of autism and IDD care software, trusted by over 200,000 users to scale the delivery of ABA and related therapies.

What you will do

• Manage relationships throughout the customer lifecycle to ensure high health scores and NPS.
• Proactively engage with an assigned book of business using established playbooks.
• Drive customers toward best practices to ensure system adoption and optimization.
• Partner with Account Managers to identify and drive expansion, cross-sell, and upsell opportunities.
• Collaborate cross-functionally with Professional Services, Product, and Support teams to address customer initiatives.
• Act as the voice of the customer to provide feedback and identify risks early.

Requirements

• Must be based in the US, with a preference for hybrid work in NJ or FL, or remote in MST/PST time zones.
• 1+ years of experience in a client-facing role such as Customer Success, Account Management, or Professional Services.
• Strong conflict resolution, project management, and analytical problem-solving skills.
• Ability to work in a fast-paced environment with a high sense of urgency.
• College degree or equivalent relevant experience.
• Must be able to participate in an in-person interview prior to the start date for remote roles.

Nice to have

• Experience with EMR/EHR systems or hirify.global software.
• Knowledge of healthcare compliance and HIPAA.
• Familiarity with ABA therapy or certification as an RBT/BCBA.
• Proficiency in Salesforce and Microsoft Outlook Suite.

Culture & Benefits

• Competitive compensation and comprehensive health benefits.
• 401(k) matching and paid parental leave.
• Generous PTO and wellness programs.
• Career development support and hybrid work flexibility.
• Impact-driven culture focused on improving lives in the healthcare space.