An Amazing Career Opportunity for a Senior Customer Success Manager!!Location: Vancouver, Canada
Job ID: 50239The Senior Customer Success Manager (CSM) serves as a strategic partner to customers, ensuring they achieve meaningful outcomes and long-term value from HID Healthcare RTLS solutions. This role owns post-implementation customer engagement through proactive communication, performance assessments (including Quarterly Business Reviews), and actionable recommendations grounded in operational and clinical insights. Working closely with Customer Success leadership, Sales, Product, Professional Services, and Support, the CSM drives adoption, mitigates churn risk, resolves escalations, and supports continuous improvement of process and product based on customer feedback. This role is quota-carrying and is accountable for identifying, influencing, and supporting the sale of new products, services, and expansions within assigned accounts.
As our Senior Customer Success Manager, you'll support HID's success by: - Acting as the primary post-implementation account manager for assigned customers, ensuring a consistent and high-quality customer experience that drives retention, loyalty, and growth.
- Achieving assigned revenue quotas by managing SaaS/ARR performance and identifying upsell, cross-sell, and expansion opportunities in partnership with Sales when appropriate.
- Supporting renewals and expansion opportunities by providing insights and data that drive value realization and strengthen long-term partnerships.
- Using CRM tools effectively to manage a portfolio of customers with diverse operational and technical requirements.
- Creating and maintaining Customer Success Plans that drive adoption, measurable outcomes, and alignment with HID's value framework.
- Monitoring customer health and satisfaction, proactively identifying risks, and coordinating internal resources to ensure rapid issue resolution and effective escalation management.
- Driving customer advocacy by preparing customers for NPS participation through proactive engagement, clear expectation-setting, and issue mitigation, while partnering cross-functionally to improve NPS outcomes.
- Delivering expert guidance on product usage, best practices, and workflow optimization aligned with customer goals and healthcare RTLS use cases.
- Analyzing customer usage, trends, and feedback to recommend enhancements that improve outcomes, ROI, and customer retention.
- Representing the voice of the customer internally by providing meaningful feedback to inform product and process improvements and contributing to tools, documentation, and processes that advance the Customer Success function.
Your Experience and Background include: - High school diploma or GED required. Equivalent education plus relevant work experience may be considered.
- 4 to 7 years of experience in a customer-facing role such as Customer Success, Account Management, Implementation/Onboarding, Professional Services, or Sales.
- Strong communication and stakeholder management skills, including the ability to influence operational and executive audiences.
- Analytical and data-driven mindset; able to interpret adoption/usage trends and convert insights into actionable recommendations.
- Highly organized; able to prioritize and manage multiple workstreams and projects in parallel.
- Proficiency with Salesforce (or similar CRM) and standard productivity tools.
- Ability to translate technical or clinical information into clear, actionable recommendations for customers in collaboration with Product and other teams.
- Bachelor's degree in business or a relevant field is preferred.
- Experience in healthcare, clinical technology, SaaS, or regulated operational environments is preferred.
What we can offer you:- Competitive salary and rewards package
- Competitive benefits and annual leave offering, allowing for work-life balance
- A vibrant, welcoming & inclusive culture
- Extensive career development opportunities and resources to maximize your potential
- To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds
The wage range for this role considers a broad scope of factors that are considered when making compensation decisions, including but not limited to: skill sets, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range does not account for geographic differentials based on the location where the position may be filled. At HID, it is uncommon for individuals to be hired at or near the top of the range. Final compensation decisions depend on the specific facts and circumstances of each case.
The base salary for Canda is $85,000 CAD to $95,000 CAD.
HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.
Immigration Sponsorship Not Available- Applicants for this position must be currently and legally authorized to reside and work in the hiring country.
- HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position.
- International relocation or remote work arrangements outside of the hiring country will not be considered.
At times, HID may use AI-assisted technology to help our Talent Acquisition team review applications by identifying job-related qualifications, skills, and experience in re9sume9s and comparing them with the requirements of the role. The technology supports recruiter review but does not make hiring decisions. A member of our Talent Acquisition team reviews each application before any selection decision is made. Information processed by the tool is deleted once the recruiter's review is complete.
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