Customer Success Manager

2 weeks ago

Toronto, Canada AlayaCare Full time

**About AlayaCare**:
AlayaCare is revolutionizing the way home health care is delivered. Our leading cloud-based software allows our clients around the world to manage their employees, scheduling, billing, and enable better delivery of care. We're a fast-growing SaaS company with a team of 650+ team members across Canada, US, Australia, and Brazil. We aim to be the world leader in home health care software solutions. We pride ourselves on our open and transparent culture, our bias for action, and being committed to a workplace where we can be ourselves.

**About the Role**:
Reporting to the COO (interim until SVP CS joins), the Customer Success Manager will have a critical, cross-functional role in owning and managing the health of Large and Enterprise clients throughout their AlayaCare journey. In this role, you will leverage market specific homecare knowledge and the key objectives of your clients to ensure they are successful in their implementation and adoption of AlayaCare. You will cross-functionally manage all stakeholders who are supporting the success of the client and ensure timelines are on track. This role aims to bring structure and clarity to complex problems through translating complex projects into actionable solutions to help our customers achieve Better Outcomes.

**A day in the life**:

- Establish trusted advisor relationships with the Executive and Project Management teams on the customer side while working with internal teams to deliver a best-in-class customer experience.
- Maintain and actively manage a healthy client portfolio of $3-4M ARR, building toward best-in-class Net Promoter Score and Net Dollar Retention outcomes.
- Provide Bi-Weekly Stakeholder Updates to maintain engagement during Implementation.
- Lead the collaborative development of the Joint Impact Plan, the North Star plan that guides the customer relationship and journey. You will continuously check-in with this plan, updating as milestones are met, and goals are modified.
- Deliver polished Quarterly Business Review presentations to clients that uncover new business uses, adoption of best practices and product roadmap updates.
- Monitor and maintain customer health scoring, proactively engaging with accounts based on health indicators.
- Act is a strategic capacity for your portfolio, actively monitoring any potential risks, preparing and executing mitigation initiatives to manage churn and client escalations.
- Regular open issue reviews and escalations post implementation.
- Partner with Account Managers to support expansion into new product features, use cases and associated enablement and guidance.
- Proactively and intelligently design and deliver an experience for each of your customers, ensuring that AlayaCare is the best provider in the market.

**What you bring to the team**:

- Bachelor's Degree in a relevant field (business, health sciences, etc.)
- 4+ years in a customer-facing role within Customer Success, Consulting, and/or home health care
- SaaS experience or experience working with post-acute software solutions within the home healthcare space
- 2+ years' experience in leadership across internal/external engagements, including leading cross-functional teams.
- Excellent communication skills and strong attention to detail and accuracy.
- Able to recognize and articulate complex adaptive problems experienced by a home healthcare agency.
- Comfortability communicating with stakeholders across various departments and with executives.
- Collaborative and inquisitive in nature.
- Exposure to the post-acute healthcare space (or other divisions of the healthcare space) and our customer lifecycle would be a definite asset.

**What Makes AlayaCare a Great Place to Work**:

- Our products have a positive impact on the lives of countless care workers and care recipients Equity in a well-funded, high-growth company
- Flexible hybrid working model and beautiful and creative office spaces to enjoy within prime locations
- Competitive compensation including equity in a growing, well-funded company
- Comprehensive group benefits program, including telemedicine
- Employee expense program for health, wellness, lifestyle, productivity expenses and more
- Parental leave top-up plan
- Flexible vacation policy
- Wellness Fridays throughout the summer months for extra time to unwind
- Paid Volunteer Time off Program
- Career growth and development opportunities
- An entrepreneurial culture of transparency, collaboration, and innovation
- We are recognized as Deloitte's Technology Fast 50TM program award for our rapid revenue growth, entrepreneurial spirit and bold innovation

**_ Better outcomes, better belonging_**_ _
- Our team members are unique—like our products and the customer groups that we service. AlayaCare employees bring different strengths, perspectives, and experiences to their roles and to our products that enable better care. We are committed to offering a people-centric culture where all employees belon

  • Customer Success Manager

    4 days ago

    Toronto, Canada SysAid Technologies Full time

    SysAid is a service automation company delivering software for organizations that want to get more done. Our SaaS ITSM (IT Service Management) and Asset Management solutions serve more than 5,000 customers across the globe. We do the heavy lifting for IT and anyone delivering services in the digital workspace, by leveraging automation, analytics, and...

  • Manager, Customer Success

    6 days ago

    Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce where you can work at home, in the office, or a mix of both. For this particular role we are looking for someone who wants to hang out with us in real life around twice per week._ As a Manager, Customer Success, you'll lead a team of Customer Success Managers to revenue and retention success, through coaching,...

  • Customer Success Manager

    Found in: Whatjobs CA C2 - 2 weeks ago

    Toronto, Canada Themesoft Inc. Full time

    Job Title: Customer Success Manager Location: Toronto, Canada (Travel to US) Job Description: As a Customer Success Manager at our Client, you will play a crucial role in ensuring the satisfaction and success of our clients. Your primary responsibility will be to foster strong relationships with our customers and serve as their trusted advisor throughout...

  • Customer Success Manager

    3 days ago

    Toronto, Canada Spinify Full time

    At **Spinify**, we believe in using **gamification** to make work more fun and engaging. Our platform helps businesses increase productivity, drive revenue, and improve customer satisfaction by turning work into a game. We are currently seeking a **Customer Success Manager** to join our growing team. In this role, you will be responsible for ensuring that...

  • Customer Success Manager

    5 hours ago

    Toronto, Canada Vidyard Full time

    Vidyard is the video platform that's built for business. Sales reps, marketers, and corporate communicators use Vidyard to record and share videos that grab attention and deliver their message in a personal, impactful way. It's the video tool of choice for Microsoft, LinkedIn, and thousands of other companies. We're passionate about elevating our customers,...

  • Customer Success Manager

    6 days ago

    Toronto, Canada Maropost Full time

    We’re Maropost, the leader in Unified Commerce for the midmarket! Our Software as a Service platform provides organizations with the ability to connect with their customers across Ecommerce, Retail, Marketing Automation, Search/Merchandising and HelpDesk. Our Platform unifies the customer experience as well as providing efficiency, value and ROI to their...

  • Customer Success Manager

    6 hours ago

    Toronto, Canada Docebo Full time

    Hey you! \uD83D\uDC4B Want to work for one of the fastest growing SaaS companies in the world? \uD83D\uDCC8 We’re building the next generation of learning software that companies like AWS, Netflix, Opentable and L’Oreal rely on to deliver training \uD83D\uDCBB We believe learning is for everyone, and that we all have something we can learn from each...

  • Customer Success Manager

    3 days ago

    Toronto, Canada SWTCH Energy Inc. Full time

    **Customer Success Manager** - Job Description **Who We Are** SWTCH is pioneering EV charging solutions for multifamily and commercial properties across North America. Founded in 2016 by entrepreneurs, investors, and energy professionals, SWTCH had a vision of enabling communities to realize the social, economic, and environmental benefits of widespread...

  • Customer Success Manager

    2 days ago

    Toronto, Canada AMCS Group Full time

    **DIGITAL WAYS TO A CLEANER WORLD** Do you want to work for a company with Irish roots and a global impact? A leader in environmental services, AMCS is a trailblazing software company that guides and supports other businesses on their journey towards sustainability. **AMCS leads the way** The AMCS team is at the cutting edge of technology. Companies come...

  • Customer Success Manager

    Found in: Appcast CA A2 P - 6 days ago

    Toronto, Canada Apex Systems Full time

    Enterprise Customer Success ManagerApex Systems is a global IT services provider, and our staffing practice has an opening in the Online Retail space for Customer Success Managers with experience with APIs, business development and experience working with/selling a highly complex product to place at our client .Start date: ASAP.Office Location: 100% remote...

  • Customer Success Manager

    Found in: Appcast CA C2 Glassdoor - 6 days ago

    Toronto, Canada Apex Systems Full time

    Enterprise Customer Success ManagerApex Systems is a global IT services provider, and our staffing practice has an opening in the Online Retail space for Customer Success Managers with experience with APIs, business development and experience working with/selling a highly complex product to place at our client .Start date: ASAP.Office Location: 100% remote...

  • Customer Success Manager

    Found in: Whatjobs CA C2 - 6 days ago

    Toronto, Canada Apex Systems Full time

    Enterprise Customer Success Manager Apex Systems is a global IT services provider, and our staffing practice has an opening in the Online Retail space for Customer Success Managers with experience with APIs, business development and experience working with/selling a highly complex product to place at our client . Start date: ASAP. Office Location: ...

  • Customer Success Manager

    Found in: Talent CA 2A C2 - 5 days ago

    Toronto, Canada Apex Systems Full time

    Enterprise Customer Success ManagerApex Systems is a global IT services provider, and our staffing practice has an opening in the Online Retail space for Customer Success Managers with experience with APIs, business development and experience working with/selling a highly complex product to place at our client .Start date: ASAP.Office Location: 100% remote...

  • Customer Success Manager

    2 days ago

    Toronto, Canada Docebo Full time

    Hey you! \uD83D\uDC4B Want to work for one of the fastest growing SaaS companies in the world? \uD83D\uDCC8 We’re building the next generation of learning software that companies like AWS, Netflix, Opentable and L’Oreal rely on to deliver training \uD83D\uDCBB We believe learning is for everyone, and that we all have something we can learn from each...

  • Customer Success Manager

    3 days ago

    Toronto, Canada Delbridge Solutions Inc. Full time

    **Delbridge Solutions is growing!** Delbridge Solutions is one of North America's fastest growing technology companies. With offices in Canada, USA, Europe, and Costa Rica, we provide world-class software solutions and implementation service for Performance Management, Data Management, Data Privacy, and Corporate Transformation Service. Majority of our...

  • Customer Success Manager

    2 weeks ago

    Old Toronto, Canada Circle C Aquatics Full time

    As a Customer Success Manager at Daifuku, you will be a key player in ensuring the success and satisfaction of our clients. This role requires a strategic mindset, exceptional communication skills, and the ability to manage a portfolio of 80 companies. You will play a critical role in driving the voice of the customer, managing renewals, and fostering...

  • Customer Success Manager

    1 week ago

    Old Toronto, Canada Circle C Aquatics Full time

    As a Customer Success Manager at Daifuku, you will be a key player in ensuring the success and satisfaction of our clients. This role requires a strategic mindset, exceptional communication skills, and the ability to manage a portfolio of 80 companies. You will play a critical role in driving the voice of the customer, managing renewals, and fostering...

  • Customer Success Manager

    1 week ago

    Old Toronto, Canada Circle C Aquatics Full time

    As a Customer Success Manager at Daifuku, you will be a key player in ensuring the success and satisfaction of our clients. This role requires a strategic mindset, exceptional communication skills, and the ability to manage a portfolio of 80 companies. You will play a critical role in driving the voice of the customer, managing renewals, and fostering...

  • Customer Success Manager

    Found in: Jooble CA O C2 - 2 weeks ago

    Toronto, ON, Canada Circle C Aquatics Full time

    As a Customer Success Manager at Daifuku , you will be a key player in ensuring the success and satisfaction of our clients. This role requires a strategic mindset, exceptional communication skills, and the ability to manage a portfolio of 80 companies. You will play a critical role in driving the voice of the customer, managing renewals, and fostering...

  • Customer Success Manager

    1 week ago

    Toronto, Canada Uberflip Full time

    Uberflip is a marketing technology company founded in 2012 with headquarters in Toronto. Customer-facing teams use the Uberflip platform to package marketing collateral into mini, personalized websites that educate buyers on their product or service. Uberflip's core product features enable marketers to centralize and organize all their content, drive...