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

TL;DR

Vice President, Customer Success - Acute and Payer (Healthcare SaaS): Leading post-sale customer relationships and a $112M ARR portfolio across acute care and payer segments with an accent on retention, expansion, executive engagement, and scalable customer success operations. Focus on transforming customer success programs, embedding AI into decision-making, and building high-performing teams that deliver measurable healthcare outcomes.

Location: Remote in the USA or Canada; hybrid in Mississauga with regular office attendance required. Remote roles require travel to the Mississauga and/or Salt Lake City offices for onboarding, team events, and semi-annual or annual meetings.

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, NRR, and GRR strategies for Acute and Payer customers.
• Manage a customer portfolio representing approximately $112M in ARR and strengthen executive-level relationships.
• Define customer success frameworks, including health scores, success planning, business reviews, and risk management.
• Transform customer engagement programs, value delivery frameworks, operating models, and account coverage structures.
• Build, develop, and inspire a Customer Success organization of approximately 25 leaders and individual contributors.
• Partner with Sales, Product, Professional Services, Support, Finance, and Legal to improve customer outcomes and revenue performance.

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 5+ years leading Customer Success teams in complex B2B SaaS.
• Experience driving retention, expansion, NRR, and GRR across large, multi-stakeholder portfolios.
• Strong executive presence, commercial acumen, and experience influencing C-suite stakeholders.
• Deep understanding of acute care and/or payer healthcare, including market dynamics, regulation, reimbursement, and operational challenges.
• Experience with customer success and CRM platforms such as Gainsight and Salesforce, plus cross-functional leadership across revenue and product organizations.

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 start from Day 1, including 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 recognition initiatives.
• AI-enabled workflows, training, and support for responsible technology adoption.