Digital / Scaled Customer Success Manager

Petal

2d•Hybrid

About The Position

Petal is a Canadian healthcare technology company transforming how healthcare organizations and physicians manage their work. Our solutions support critical healthcare workflows, and Customer Success plays an important role in ensuring our customers adopt our solutions, realize meaningful value, and continue to grow with Petal. As our Customer Success organization evolves, we are building a new way of serving a broad portfolio of customers—one designed around scale, digital engagement, customer signals, and targeted human intervention. We are looking for someone who has done this before. About the Role We are looking for a Digital / Scaled Customer Success Manager to build and own our one-to-many Customer Success motion for a pooled portfolio of customers. This is not a traditional 1:1 CSM role. You will not manage a small book of enterprise customers through recurring meetings, QBRs, and individually tailored success plans. Instead, you will be responsible for driving Customer Success outcomes— adoption, engagement, retention, value realization, and expansion—across a broad portfolio of customers through scalable programs and digital engagement. The scaled motion is not already built. You will help create it. You will assess the portfolio, define meaningful customer segments, identify the signals that indicate customer health, risk, opportunity, or the need for human intervention, and build the programs and journeys that allow us to engage customers at the right time and in the right way. You will also help define when a customer should remain within the pooled model and when its complexity, risk, growth potential, or strategic importance warrants transitioning to an assigned CSM. We are specifically looking for someone who has previously built, implemented, or materially evolved a digital, pooled, or one-to-many Customer Success motion. Prior experience doing this work is a requirement for the role.

Requirements

5+ years of experience in Customer Success, Digital Customer Success, Scaled Customer Success, SaaS, or a closely related customer-facing function.
Direct experience building, implementing, or materially evolving a digital, scaled, pooled, or one-to-many Customer Success motion.
Demonstrated experience managing customer outcomes across a broad portfolio without relying primarily on 1:1 customer relationships.
Experience designing and executing 1 or digital Customer Success programs.
Experience with customer segmentation and differentiated engagement strategies.
Experience using customer data and signals to prioritize engagement and intervention.
Demonstrated experience improving adoption, retention, customer value, and/or expansion through scalable Customer Success strategies.
Experience creating repeatable processes, plays, customer journeys, or lifecycle programs.
Strong analytical and operational capabilities.
Experience working cross-functionally with teams such as Product, Sales, Support, Marketing, Operations, and Professional Services.
Technically curious, systems-oriented, and comfortable building or prototyping workflows using modern Customer Success, CRM, automation, and AI tools.
Ability to move between strategy and hands-on execution.
Takes ownership without waiting for someone else to define every step.

Nice To Haves

Experience in healthcare technology or healthcare SaaS.
Experience working with physicians, clinicians, or healthcare organizations.
Bilingualism in French and English.
Experience with Customer Success platforms, CRM systems, lifecycle automation, or digital adoption tools.
Hands-on experience using AI or automation to build Customer Success workflows.
Experience building a scaled CS motion from the ground up in a growing or evolving organization.

Responsibilities

Building a one-to-many / digital Customer Success motion.
Managing customer outcomes across a broad pooled portfolio.
Segmenting customers based on meaningful business and customer signals.
Designing lifecycle journeys and engagement programs.
Building digital and 1 programs that drive adoption, retention, value, and growth.
Determining when customers need direct human intervention.
Creating triggers and plays based on usage, health, lifecycle, risk, engagement, and opportunity.
Using data, technology, automation, and AI to increase the reach and impact of Customer Success.
Testing programs, measuring results, learning, and iterating.
Building processes and infrastructure where they do not yet exist.
Assessing the existing customer portfolio and identifying meaningful segments.
Defining differentiated engagement strategies by customer segment, lifecycle stage, behavior, need, and opportunity.
Establishing which customers should receive digital, 1, triggered, or direct CSM engagement.
Identifying signals that indicate when a customer requires intervention.
Helping define criteria for when a pooled customer should transition to assigned Customer Success coverage.
Continuously refining segmentation and coverage based on customer behavior and results.
Design, launch, and continuously improve scalable programs that help customers achieve value without relying primarily on individual CSM meetings.
Identify the customer signals that matter.
Monitor product adoption, engagement, support activity, lifecycle stage, customer sentiment, renewal timing, growth signals, and other relevant indicators.
Help develop customer health and risk frameworks.
Define triggers for automated engagement.
Define triggers for direct CSM intervention.
Identify customers whose risk, complexity, strategic value, or growth potential warrants reassessment of their coverage model.
Build repeatable plays for common customer situations.
Help identify opportunities to use technology, automation, and AI to detect customer signals and patterns, prioritize accounts requiring attention, trigger customer journeys and engagement, personalize communication at scale, reduce repetitive manual CSM work, create and maintain customer education and self-service experiences, surface risk and expansion opportunities, and measure program effectiveness.