About the RoleReporting to the Director, Customer Success Management (Canada), the Customer Success Manager is responsible for setting and managing the strategic plan for Large customers. They will be accountable to driving the client journey to ensure clients achieve ROI on their implementation of the AlayaCare Cloud software. The Customer Success Manager is a subject matter expert on the market they operate in. Your main responsibility will be to enhance retention, adoption and foster the growth of your portfolio, which comprises AlayaCare's most valued customers.
What You'll Do - Define the client journey by setting expectations for key milestones and ROI set in the sales cycle.
- Establish trusted advisor relationships with customer Executive team, developing an 'influencer' relationship, while working with internal teams to deliver a best-in-class customer experience.
- Maintain and actively manage a healthy client portfolio, building toward best-in-class Net Promoter Score and Net Dollar Retention outcomes.
- Provide Stakeholder updates to maintain engagement during Implementation to proactively advocate for customer concerns and mitigate identified risks.
- Address any escalated customer issues with speed and urgency, coordinating internal stakeholders.
- Deliver polished Quarterly Business Review presentations to clients that uncover new business uses, adoption of best practices and product roadmap updates.
- Monitor and maintain customer health scoring, proactively engaging with accounts based on health indicators.
- Help drive new business and reduce churn and building referenceable clients.
- Drive account growth outcomes through identifying expansion plays - upsell opportunities
- Influence customer lifetime value through optimizing product adoption, customer satisfaction and overall health.
What You Bring to the Team- 5+ years in a customer-facing role dealing with mid market or larger accounts in a customer success or account manager role.
- 3+ years of SaaS experience or experience working with post-acute software solutions.
- Proven experience managing and nurturing executive relationships with customers, including management of executive-level escalations.
- Ability to anticipate needs, innovate, and flourish in a fast-paced environment.
- Excellent written, oral, and presentation communication skills, with a demonstrated ability to shape narratives supported by data.
- Ability to develop market-specific strategies and plans based on industry best practices (ex. Pre-sales, Consulting) to improve growth efficiency and net dollar retention.
- Collaborative team player with exceptional relationship and interpersonal skills.
- Contributes to a culture of transparency and accountability and has a track record of operating with high integrity and honesty.
AI at WorkAt AlayaCare, AI is a core part of how we work. Success in this role requires bringing a working knowledge of AI, having used AI tools in practice, and being able to demonstrate how AI has helped improve the quality, efficiency, or impact of your work. We look for people who can adapt to new tools and ways of working and use AI responsibly in line with our privacy and security standards. We'll support you with the tools, training, and coaching needed to succeed in an AI-enabled environment.
Location and Work ModelThis role is hybrid out of the Toronto office twice per week, and may require travel to visit customers on-site, as well as occasional travel to AlayaCare offices or events.
Expected Hiring Range
$80,000-$100,000 CAD
