Customer Success Manager

Solutions Petal Inc.•Toronto, ON

30d•Hybrid

About The Position

Petal is a leading Canadian healthcare orchestration and billing company that revolutionizes healthcare systems to make them agile, efficient, and resilient by enabling the forecasting and shaping of world-class healthcare through Healthcare BI, advanced analytics, and informed insights. Our commitment to fostering an exceptional workplace culture has earned us notable recognitions, including being listed as a Great Place to Work in both the technology and healthcare sectors. Join us in our mission to empower healthcare innovators and improve healthcare differently. About the Role We are looking for a Customer Success Manager to manage a pooled portfolio of customers while helping build the foundation for a scalable Customer Success model. This role combines core Customer Success responsibilities including driving adoption, retention, customer value, and expansion opportunities with the opportunity to design and operationalize how we engage a growing customer base efficiently and effectively. Unlike a traditional named-account CSM role, success in this position comes from influencing outcomes across a broad portfolio of customers through a combination of targeted engagement, customer programs, lifecycle management, and operational excellence. At the same time, this individual will help define the processes, programs, playbooks, and customer journeys that will shape our future scaled Customer Success motion. The ideal candidate is equally comfortable working directly with customers and building the systems that support customer success at scale. They enjoy creating structure where it does not yet exist, leveraging data to drive decisions, and developing repeatable approaches that improve both customer outcomes and team efficiency. Given our customer base, the successful candidate must be fully bilingual in English and French and able to communicate confidently with customers and stakeholders in both languages. This is an opportunity to help shape the future of Customer Success as our organization grows.

Requirements

5+ years of experience in Customer Success within a SaaS environment.
Demonstrated experience driving customer adoption, retention, and customer outcomes through a high-volume, pooled, digital or scaled customer portfolio.
Experience building or improving customer programs, processes, playbooks, customer journeys, or operational frameworks.
Strong analytical skills with the ability to use data and insights to drive action.
Experience collaborating cross-functionally to solve customer and business challenges.
Fully bilingual in English and French, with strong written and verbal communication skills in both languages.

Nice To Haves

Experience in Health Tech is considered an asset.
Experience working in a scaling or high-growth organization.
Experience building customer engagement programs, lifecycle campaigns, or digital success initiatives.
Experience in healthcare technology, healthcare operations, or healthcare SaaS environments.
Experience working directly with physicians, clinical leaders, or healthcare organizations.
Familiarity with CRM platforms such as Salesforce.

Responsibilities

Manage a pooled portfolio of customers across multiple segments and lifecycle stages.
Drive customer adoption, engagement, retention, value realization, and growth opportunities.
Monitor customer health signals, usage trends, risks, and opportunities across the portfolio.
Identify at-risk accounts early and coordinate mitigation plans.
Support renewal readiness and contribute to retention efforts.
Identify opportunities for customer growth and expansion where appropriate.
Ensure customers are achieving meaningful outcomes and realizing value from our solutions.
Help define and operationalize our approach to serving pooled customers at scale.
Design and execute customer engagement programs including webinars, office hours, enablement campaigns, lifecycle communications, adoption initiatives, and success content.
Create repeatable customer journeys, plays, templates, and engagement strategies.
Leverage segmentation, automation, and customer insights to deliver the right engagement at the right time.
Measure program effectiveness and continuously improve based on customer outcomes and business impact.
Help build the foundation for a scalable Customer Success model.
Develop and refine playbooks, lifecycle strategies, health scoring frameworks, and customer segmentation approaches.
Identify opportunities to improve efficiency, consistency, and customer outcomes.
Contribute to reporting, operational processes, and success metrics.
Partner with leadership to help shape how Customer Success evolves as the organization grows.
Capture customer feedback, trends, friction points, and product enhancement opportunities.
Act as a voice of the customer internally.
Identify customer advocates, references, and success stories.
Surface customer insights that influence product direction and business decisions.
Partner closely with Product, Support, Sales, Marketing, and Professional Services teams.
Coordinate customer risk mitigation and success initiatives.
Contribute to a seamless and consistent customer experience across the customer lifecycle.
Maintain accurate customer data, engagement tracking, and account documentation.
Use CRM, Customer Success, and analytics platforms to drive prioritization and decision-making.
Manage competing priorities effectively in a high-volume environment.
Use data and insights to identify trends, opportunities, and areas requiring intervention.