Customer Success Manager

Intiveo•Vancouver, BC

72d•CA$100,000 - CA$120,000•Hybrid

About The Position

Intiveo is growing and we’re looking for a Customer Success Manager to own and scale our retention and expansion program. We have a strong foundation: an established Value Exchange Model (VEM), proven Onboarding integration, and a Customer Experience function that directly contributes to Net Retention (NRR). This role is about elevating the success of our Clinics (Customers), driving deeper feature adoption and advocacy, and building the strategic and operational systems to scale renewals and upsells further. Intiveo is a leading cloud-based patient engagement platform used by 15,000 practitioners to communicate with over 18 million patients. Our goal is to continuously improve patient care by understanding communication needs, behaviors, and preferences – resulting in successful treatment outcomes.

Requirements

3+ years in SaaS Customer Success, ideally carrying a retention or expansion number
Experience running adoption playbooks off product usage signals
Comfort presenting quantitative business outcomes to clinic owners and office managers
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. Act on adoption and activation alerts (e.g., Chat with Patients not enabled, low confirmation rates) and execute the matching playbook.
Account reviews. Host structured reviews when triggered by underperformance signals such as low confirmation rates or dormant feature usage.
Deliver Customer Satisfaction Reviews calls. Run Customer Satisfaction Review calls that tie measurable results back to the outcomes the clinic wants from Intiveo, and partner with them to deliver against their agreed priorities.
Drive expansion. Post-CSR, either book a demo for Forms, Referral Management, Social Reviews, or VOIP, or secure a testimonial or Google review.
Deliver Intiveo Advocates. Drive advocates for referrals, testimonials or case studies
Renewals. Own the end-to-end renewal motion across your book — from early risk signals through renewal terms close for every account, whether a single clinic, a multi-location operator, or a group.
Partner with Onboarding. Work hand-in-hand with Rebecca's Onboarding team — routing existing accounts back into onboarding when the Value Exchange Model triggers a new feature deployment, and receiving new customers off onboarding with a clear path to first value.
Own the response to inbound customer leads sourced by Marketing — triaging, qualifying, and converting them into demos, upsells, or renewal conversations across your book.