Senior Customer Success Manager (AI Healthcare SaaS)

Location: Hybrid, with 2 days per month in either the Atlanta or Philadelphia office; travel up to 20%

Company

hirify.global provides an AI-powered intelligence and workflow platform that helps health systems and post-acute providers use healthcare data to improve operations, referrals, care coordination, and patient outcomes.

What you will do

• Own onboarding, adoption, retention, renewal, and expansion across a portfolio of healthcare accounts.
• Interpret product usage, engagement, customer sentiment, and outcome data to guide account strategy and mitigate renewal risk.
• Lead customer touchpoints, business reviews, success plans, product education, and enablement activities.
• Lead renewal negotiations, manage commercial strategy, identify expansion opportunities, and navigate pricing discussions.
• Translate product capabilities into customer outcomes, ROI, and strategic value.
• Maintain accurate account records, activity tracking, renewal forecasts, KPIs, and customer health strategies while sharing customer feedback cross-functionally.

Requirements

• 2–5 years of experience in Customer Success or Account Management, preferably in a B2B SaaS environment.
• Strong strategic, analytical, relationship-building, commercial, and prioritization skills.
• Ability to manage customer relationships at every level and use data-driven discussions to build trusted partnerships.
• Professional assertiveness and a customer-focused problem-solving approach.
• Ability to work in a hybrid schedule with 2 days per month in the Atlanta or Philadelphia office and travel up to 20%.

Nice to have

• Healthcare technology industry experience.
• Familiarity with post-acute providers, including home health, hospice, skilled nursing facilities, or infusion DME.
• Experience with healthcare claims data analysis or data integrations.

Culture & Benefits

• Collaborative, transparent, accountable, and improvement-focused work environment.
• Health, dental, vision, and voluntary benefits.
• Competitive salary, incentive compensation, and equity shares.
• 401(k) retirement savings, flexible PTO, 10 paid holidays, and paid leave programs.
• Flexible work hours and access to discounted retail and entertainment offers.