Vice President, Customer Success - Acute and Payer (Healthcare SaaS)

TL;DR

Vice President, Customer Success - Acute and Payer (Healthcare SaaS): Leading retention, expansion, and value realization for Acute and Payer healthcare customers across a portfolio of approximately $112M in ARR with an accent on customer success transformation, executive relationships, and scalable operating models. Focus on improving NRR and GRR, embedding AI into customer success operations, and building a high-performing organization across Enterprise and Mid-Market segments.

Location: USA — remote; Canada — remote; Mississauga — hybrid with regular office attendance. Remote roles require travel to the Mississauga and/or Salt Lake City offices for onboarding, team events, and semi-annual or annual meetings. Hybrid roles require residence within commuting distance of the specified office.

Company

hirify.global is a founder-led healthcare technology company providing a SaaS platform and marketplace for more than 30,000 provider organizations, supported by a large long-term and post-acute care dataset.

What you will do

• Lead retention, expansion, customer health, and value-realization strategies for Acute and Payer customers across an approximately $112M ARR portfolio.
• Define customer success frameworks, including health scoring, success planning, executive business reviews, risk reviews, and proactive retention programs.
• Build, develop, and scale a Customer Success organization of approximately 25 leaders and individual contributors.
• Partner with Sales, Product, Professional Services, Implementation, Support, Finance, and Legal on renewals, expansion, customer outcomes, and issue resolution.
• Build trusted relationships with executive stakeholders across health systems, hospitals, payer organizations, and convenors.
• Champion responsible AI adoption in team strategy, operating models, productivity, and decision-making.

Requirements

• Bachelor’s degree required; an MBA or advanced healthcare-related degree is an asset.
• 10+ years of Customer Success, Account Management, or related leadership experience, including at least 5 years leading Customer Success teams in complex B2B SaaS.
• Demonstrated success improving retention, expansion, NRR, and GRR across large, multi-stakeholder portfolios.
• Experience building and transforming Customer Success organizations through growth and operational change.
• Strong executive presence, commercial acumen, and cross-functional influence across Sales, Product, Implementation, Professional Services, and Support.
• Experience with Gainsight and Salesforce, plus deep knowledge of acute care and/or payer healthcare markets.

Nice to have

• 10+ years of U.S. healthcare payer, provider, and convenor experience.
• MBA or advanced degree in a healthcare-related field.

Culture & Benefits

• Benefits begin on Day 1.
• Retirement plan matching through RRSP and 401(k) programs.
• Flexible paid time off, parental and caregiver leave, and fertility and adoption support.
• Lifestyle and wellness spending account plus an employee assistance program.
• Continuous development support, learning programs, and employee recognition initiatives.