Enterprise Customer Success Manager

AlayaCare•Toronto, ON

9d•Hybrid

About The Position

Reporting to the Director of Customer Success Management (Canada), the Enterprise Customer Success Manager is responsible for setting and managing the strategic plan for large and enterprise customers. You will drive the client journey to ensure customers realize return on investment from their implementation of AlayaCare Cloud. As a subject matter expert in the markets you support, you will lead executive relationships, guide customers through adoption and expansion, and act as a key voice of the customer within AlayaCare. Your primary focus will be to enhance retention, deepen adoption, and foster growth across a portfolio that includes some of AlayaCare’s most valued enterprise clients. As a strategic leader, you will be the main executive touchpoint, delivering Quarterly Business Reviews and ongoing recommendations to optimize the customer lifecycle. In close partnership with Implementation and other cross-functional teams, you will help ensure the health and satisfaction of stakeholders across complex enterprise organizations.

Requirements

Bachelor’s degree in Business, Economics, Commerce, Finance, or a related field, or equivalent combination of education and experience.
5+ years of experience in a customer success or account management position in a B2B environment.
Experience working in SaaS or with post-acute healthcare software solutions.
Proven track record managing and nurturing executive-level relationships, including handling escalations with senior stakeholders.
Ability to anticipate customer needs, innovate, and thrive in a fast-paced, evolving environment.
Strong written, verbal, and presentation skills, with the ability to craft compelling, data-informed narratives for executive audiences.
Experience developing market-specific strategies and plans based on industry best practices (for example, pre-sales or consulting) to improve growth efficiency and net dollar retention.
Highly collaborative team player with strong relationship-building and interpersonal skills.
Commitment to a culture of transparency, accountability, integrity, and high ethical standards.

Responsibilities

Define the client journey for enterprise customers, setting clear expectations for key milestones and ROI established during the sales cycle.
Build trusted advisor relationships with senior and executive stakeholders, developing influential partnerships that help customers achieve their strategic objectives.
Own and manage a healthy portfolio of large and enterprise accounts, driving strong Net Promoter Scores and best-in-class net dollar retention.
Provide proactive stakeholder updates during implementation and beyond, advocating for customer needs and helping to mitigate risks before they become escalations.
Respond quickly and effectively to escalated customer issues, coordinating internal teams to drive fast, durable resolutions.
Deliver polished Quarterly Business Reviews that highlight outcomes, uncover new use cases, and align customers on best practices and product roadmap opportunities.
Monitor and maintain customer health scores, using data and indicators to prioritize outreach, interventions, and expansion plays.
Identify and pursue account growth opportunities, including upsell and cross-sell motions, in partnership with Sales and other go-to-market teams.
Reduce churn by strengthening relationships, driving adoption of key features, and ensuring customers continue to see value over time.
Influence customer lifetime value by optimizing product adoption, customer satisfaction, and overall health across your portfolio.