Customer Success Manager

TL;DR

Customer Success Manager: Driving customer satisfaction, adoption, and retention across the customer lifecycle for a healthcare technology SaaS platform with an accent on KPI-based goal tracking, proactive issue escalation, and cross-functional alignment. Focus on building executive relationships, managing post-go-live transitions, and using Gainsight/CRM data to identify risks and optimize product utilization.

Location: Remote - US

Salary: $93,690 - $114,510 base

Company

hirify.global provides a technology-enabled care platform that improves access to convenient, affordable, and effective healthcare.

What you will do

• Build and maintain strong customer relationships across the customer organization throughout the partnership lifecycle.
• Define, track, and achieve customer goals and KPIs; drive proactive outreach, provider engagement, and use case optimization.
• Partner with Account Directors for Executive Business Reviews and strategic alignment with customer goals and the hirify.global experience.
• Coordinate with Implementation Managers to ensure smooth post-go-live transitions and move customers from adoption to proficiency.
• Advise on best practices, configuration options, and new product features; provide personalized training and gather feedback.
• Manage customer health in Gainsight CRM, escalate support issues as a central communication point, and collaborate with internal teams on adoption roadmaps and migrations.

Requirements

• 4+ years of customer success experience in a SaaS environment.
• Experience working in healthcare technology.
• Strong project management and time management skills; ability to stay calm and resilient under pressure.
• Excellent verbal and written communication skills; ability to understand and explain software products to diverse audiences.
• Comfortable working with customer stakeholders and delivering a “customer first” experience.

Nice to have

• Gainsight and Salesforce proficiency.

Culture & Benefits

• Virtual-first work environment with work-life flexibility, including Summer Fridays and designated Mental Health Days.
• Flexible Personal Time Off (vacation time).
• 401K match and Employee Stock Purchase Program.
• Competitive healthcare, dental, and vision insurance plans; Paid Parental Leave.
• Tuition Assistance Program and free access to hirify.global telehealth services and related programs.

Hiring process

• Interview process includes identity verification via Greenhouse Identity Verification powered by CLEAR.
• Recruiter shares the specific salary range during the hiring process.