Customer Success Manager

PocketHealth•Toronto, ON

9d•Hybrid

About The Position

As part of the PocketHealth team, you will enable hospitals and clinics across North America and empower over 2 million patients to discover a better healthcare experience. PocketHealth is a patient-centric platform that enables hospitals and clinics to share imaging records digitally with patients, instantly and securely. The platform also facilitates sharing between hospitals and physicians, instant image retrieval, and automated importing capability, serving over 800 hospitals and clinics across North America as a unified image management solution. The company believes in placing patients at the center of the record release process for ethical, easy, and secure data movement. The role involves building a dynamic Customer Success team, focusing on relationship management, increasing awareness of PocketHealth programs, and delivering an excellent experience for hospital partners and their patients. Customer Success Managers are key members of the post-sales team, responsible for leading customer onboarding and developing strategic relationships with existing customers (large health systems, community hospitals, and outpatient imaging operators) with the goal of growing their book of business quarter-over-quarter. This is a full-time, work-from-home position with requirements for local travel to customer sites (0-2 days a week on average), primarily in Southern Ontario, but also potentially throughout Canada and the US. Legal eligibility to work in Canada and ability to travel to the US are required.

Requirements

Existing experience as a CSM or similar where expansion & growth has been a key focus. Already being familiar with the expectations of a job like this will help you get up to speed quickly.
A university degree is required, ideally in a health-related field (e.g., BSc, Nursing, Medical Radiation Technology). Bring both a strong foundation in healthcare and a genuine passion for the field, along with a commitment to continuous learning and professional development.
Relationship building is a must in this role. Bring a high level of emotional and business intelligence, allowing you to navigate conversations with front-line staff, technical experts, and leadership up to the Director level and beyond. Strategic and creative thinking are also essential, enabling you to approach challenges thoughtfully, tailor solutions, and add value in every interaction with our providers.
Have a valid driver","s license, a passport, and access to a reliable vehicle for travel, along with a genuine passion for face-to-face interaction.
Strong organizational skills to manage a book of 30+ accounts with ease without overwhelm and without sacrificing integrity or the experience created for providers.
Take ownership of the growth in your book of business and do what it takes to get it done "," and get it done well.

Nice To Haves

Familiarity with healthcare environments and terminology (e.g., PACS) is a strong asset, as it will help you effectively engage with the providers we support.
Know what needs to get done, and know how to break it down and deliver. Pride yourself on seeing it through and executing with excellence.
Drive, ownership and delivering value are part of your DNA. Be able to point to multiple examples from the past that clearly demonstrate how you overcame obstacles to reach expansion targets.
A track record of building relationships internally and externally. Building relationships comes naturally to you. Be big on feedback so share it regularly, and keep the customer experience top of mind. Be comfortable demoing and training stakeholders on new & existing functionality.
Creativity and innovation allows you to think of solutions in out-of-the-box ways. Progress over perfection is where it","s at!

Responsibilities

Own, manage and grow a dedicated book of business, consisting of a variety of accounts. Uncover and develop opportunities for cross-selling and up-selling.
Become an expert on PocketHealth marketing programs, and guide your partners toward the growth solutions best suited for their patients, staff & operational goals.
Own the provider onboarding experience post-sale, partnering closely with Implementation to ensure a smooth, successful rollout and strong early adoption. Identify and lead upsell opportunities, helping customers expand and realize ongoing value.
Hold periodic business reviews, site visits and training for your customers "," both virtually and in-person.
Build strong relationships with key stakeholders "," from front-line reception to C-suite "," across your accounts.
Present tailored demos & training of PocketHealth to staff at all levels of seniority within your accounts, both virtually and in-person.
Be accountable for meeting quarterly KPIs primarily related to revenue growth metrics within your book of business.
Work cross-functionally with Product, Marketing, Onboarding, and Support and act as a trusted advisor and liaison between your accounts and internal Pocket Health teams.