Digital Customer Success Manager (Healthtech)

TL;DR

Digital Customer Success Manager (SaaS/Healthtech): Managing a pooled portfolio of customers to drive adoption and retention with an accent on building a scalable Customer Success model. Focus on designing customer journeys, playbooks, and operational frameworks to improve efficiency and customer outcomes.

Location: Must be based in Canada (Montréal, Toronto, or Quebec)

Company

hirify.global is a leading Canadian healthcare orchestration and billing company that revolutionizes healthcare systems through BI and advanced analytics.

What you will do

• Manage a pooled portfolio of customers to drive adoption, engagement, retention, and value realization.
• Design and operationalize a scalable Customer Success model, including playbooks, lifecycle strategies, and health scoring frameworks.
• Execute customer engagement programs such as webinars, office hours, and enablement campaigns.
• Monitor customer health signals and coordinate mitigation plans for at-risk accounts.
• Capture customer feedback and surface insights to influence product direction and business decisions.
• Collaborate cross-functionally with Product, Support, Sales, and Marketing teams to ensure a seamless customer experience.

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.
• Strong analytical skills with the ability to use data to drive action and prioritize efforts.
• Experience building customer programs, processes, or operational frameworks.
• Must have authorization to work in Canada.

Nice to have

• Experience in Health Tech, healthcare operations, or healthcare SaaS environments.
• Experience working in a high-growth or scaling organization.
• Familiarity with CRM platforms such as Salesforce.

Culture & Benefits

• Recurring hybrid work allowance and flexible work hours.
• 4 to 6 weeks of paid vacation per year plus 5 paid personal days.
• Group RRSP / DPSP plan with employer contribution.
• Complete group insurance plan from day 1 and an annual wellness allowance.
• Access to the Lumino Health telehealth application.