Customer Success Manager

Intiveo•Vancouver, BC

10d•Hybrid

About The Position

Intiveo is growing and is seeking a Customer Success Manager to lead and expand its retention and expansion program. The role builds upon an existing Value Exchange Model (VEM), established Onboarding integration, and a Customer Experience function that contributes to Net Retention (NRR). The primary goal is to enhance the success of clinics (customers), promote deeper feature adoption and advocacy, and develop strategic and operational systems to further scale renewals and upsells. Intiveo is a leading cloud-based patient engagement platform utilized by 15,000 practitioners to communicate with over 18 million patients, aiming to continuously improve patient care by understanding communication needs, behaviors, and preferences for successful treatment outcomes. Intiveo is described as a fun, collaborative, and hard-working team that values Stewardship, Collaboration, and Continuous Development, embracing diversity and encouraging new ideas. The company has been recognized as one of Canada’s Top 100 Employers for its holistic approach to the workplace.

Requirements

3+ years in SaaS Customer Success, ideally with experience carrying a retention or expansion number.
Experience running adoption playbooks based on product usage signals.
Comfort presenting quantitative business outcomes to clinic owners and office managers.
Proven track record of upsell or cross-sell into an existing book.

Nice To Haves

Background in Dental or Healthcare.
Salesforce, Totango, and Zendesk experience.
Familiarity with PMS systems (Dentrix, Eaglesoft, Open Dental), or patient engagement platforms.

Responsibilities

Own and Run the Value Exchange Model, acting on adoption and activation alerts (e.g., Chat with Patients not enabled, low confirmation rates) and executing the matching playbook.
Host structured account reviews when triggered by underperformance signals such as low confirmation rates or dormant feature usage.
Conduct Customer Satisfaction Review calls that link measurable results to the outcomes clinics desire from Intiveo, partnering with them to achieve agreed priorities.
Drive expansion post-CSR by booking demos for Forms, Referral Management, Social Reviews, or VOIP, or securing testimonials or Google reviews.
Cultivate Intiveo Advocates for referrals, testimonials, or case studies.
Manage the end-to-end renewal process across your book of accounts, from identifying early risk signals to closing renewal terms for single clinics, multi-location operators, or groups.
Collaborate with the Onboarding team, routing existing accounts back into onboarding for new feature deployments triggered by the Value Exchange Model, and receiving new customers with a clear path to first value.
Respond to inbound customer leads from Marketing, triaging, qualifying, and converting them into demos, upsells, or renewal conversations within your book.