Customer Success Manager | Remote

Job Summary

The Healthcare Industry Resilience Collaborative (HIRC) is seeking a relationship-driven Customer Success Manager (CSM) to ensure members experience meaningful engagement and measurable value throughout their membership. This full-time, remote role offers from $110,000/year plus benefits, and requires strong relationship management, facilitation, and organizational skills.

The successful candidate will steward the member experience across the full lifecycle—from onboarding through engagement and renewal—helping healthcare providers and suppliers collaborate, adopt standards, and achieve outcomes that strengthen resilience.

• Job Title: Customer Success Manager
• Employer: Healthcare Industry Resilience Collaborative (HIRC)
• Location: Remote (US-based)
• Pay: From $110,000/year
• Job Type: Full-Time
• Department: Program Delivery & Outcomes
• Reports To: Director of Program Delivery and Outcomes

HIRC is a collaborative network that helps healthcare providers and suppliers strengthen resilience by learning from one another and achieving meaningful outcomes. The organization values engagement, collaboration, and measurable impact, with success defined by member participation, satisfaction, and retention.

• Manage the full member lifecycle (onboarding, engagement, renewal)
• Serve as primary relationship manager for HIRC members
• Develop and maintain Member Success Plans aligned with member goals
• Connect members to relevant programs, initiatives, and councils
• Encourage and coordinate participation in collaborative activities
• Support members in standards adoption and implementation milestones
• Lead recurring engagement sessions (e.g., monthly Voice of Provider series, Member Call series)
• Facilitate discussions among diverse member organizations
• Monitor engagement levels and identify opportunities for deeper participation
• Capture feedback and ensure appropriate follow-up
• Maintain accurate records of member interactions and progress
• Provide operational support for programs, meetings, and communications
• Collaborate with internal teams to align engagement with program delivery

Essential:

• Bachelor’s degree in Communications, Business, Public Relations, Organizational Leadership, or related field
• 3–5+ years of experience in customer success, account management, member services, or community management
• Strong relationship-building and communication skills
• Experience facilitating meetings or discussions with external stakeholders
• Ability to organize work, manage multiple relationships, and follow through on commitments
• High attention to detail and organizational skills
• Comfort working independently in a small, remote team environment
• Experience using productivity, collaboration, and data tools
• Effective use of AI tools to enhance outcomes and efficiency
• Alignment with HIRC’s mission, values, and collaborative culture

Preferred:

• Experience in nonprofit organizations, professional services, collaborative networks, or membership-based organizations

• Competitive salary (from $110,000/year)
• 401(k) with 3% match
• Paid time off
• Remote work flexibility
• Opportunity to make a meaningful impact in healthcare resilience

How to Apply:

• Submit your CV via HIRC’s recruitment channels.
• Answer application questions, including:
  • Experience facilitating external stakeholder meetings
  • Years of relationship management experience
  • Experience in membership or nonprofit organizations
  • Comfort level leading group discussions
• Shortlisted candidates will be contacted for interview.