Customer Success Manager

Join a tech company that's making a difference in healthcare

At Sectra Canada, our objective is to introduce a leading global medical IT solution to the Canadian market, with the aim of establishing ourselves as the top provider of Enterprise imaging and PACS solutions in the country. Our customers operate in some of Canada's most critical functions, and we are uniquely positioned to help them optimize patient-centered care. Our modular and scalable enterprise imaging solutions allow healthcare providers to grow from ology to ology, while providing efficiencies and advanced technology to modernize Canada's medical imaging systems, all while protecting the most sensitive information for patients and care providers.

What's exciting about this role?

At Sectra, Customer Success is about long-term partnership, not short-term support. Our Customer Success Managers sit at the intersection of technology, people, and outcomes, ensuring our customers fully realize the value of their Sectra solutions over time. As a Customer Success Manager, you are the trusted, strategic point of continuity for our customers after go-live. You connect the dots between clinical, technical, and operational conversations — helping customers navigate change, adopt new capabilities, and plan confidently for the future.

This role brings together elements of relationship management, customer advocacy, product understanding, and coordination across Sectra teams into one accountable, senior role focused on customer outcomes.

Customer Onboarding

Support customer onboarding into Sectra products, platforms, support channels, and ways of working

Confirm customer understanding of system ownership, escalation paths, communication channels, and ongoing responsibilities

Customer Partnership & Ownership

Serve as the primary, long-term point of contact for assigned customers within the scope of their existing agreement

Build strong, trusted relationships with customer stakeholders across clinical, technical, and leadership teams

Act as the customer's advocate within Sectra, ensuring concerns, feedback, and priorities are clearly represented

Value, Adoption & Planning

Understand how customers are using Sectra products and services, with the goal of full adoption and sustained value

Proactively identify risks, gaps, or opportunities and coordinate the right Sectra resources to address them

Keep customers informed of product updates, roadmap items, and changes that may impact their environment

Coordination & Communication

Coordinate ongoing activities, questions, and escalations across Sectra teams within the existing agreement

Set and manage expectations through clear, structured communication around entitlements, responsibilities, and timelines

Promote and guide customers toward effective use of Sectra platforms, support channels, and the Sectra Community

Feedback & Continuous Improvement

Collect, manage, and synthesize customer feedback related to products, services, and overall experience

Share insights with Product, Technology, and other internal teams to support continuous improvement

Support customers, when requested, with navigating regulatory, compliance, or organizational changes that impact their use of Sectra solutions

How we make your job meaningful and rewarding

As the newest Sectra operation, Sectra Canada has the best of both worlds. We embody the energy of a young startup while enjoying the stability of a well-established brand, vast global experience, and a product backed by 40+ years of innovation. The result? An agile, invigorating, highly supportive and fun environment that empowers our team to do their best work and make a difference in people's lives every day.

In addition to competitive salary and performance-based incentives, we offer a slew of exciting benefits and perks, including:

Education assistance for team members to continuously enhance their knowledge

Robust health, dental and vision benefits, effective the month following your start date

Monthly health spending account

RRSP matching after 3 months

Reimbursement of home internet expense

Minimum 4 weeks of vacation

Hybrid Environment (3 days in-office)

Skills & Requirements

So, are you a fit?

You have:

Bachelor's degree in business, health informatics, information technology, or a related field.

5+ years experience working in customer success, account management, or a similar client-facing role, where trust, follow-through, and outcomes mattered

A background in healthcare IT, enterprise software, or technical environments (e.g., support, projects, implementations, or operations)

The ability to understand clinical and technical contexts (such as PACS or radiology workflows) and translate them into clear, practical conversations with customers

A genuinely customer-centric mindset, with a natural tendency to anticipate needs rather than react to issues

Strong relationship-building skills and the credibility to be seen as a trusted advisor, not just a point of contact

You also bring:

The ability to collaborate effectively across internal teams to deliver a seamless customer experience

Strong organizational and planning skills, allowing you to manage multiple customers and priorities with confidence

Clear, professional written and verbal communication skills

French is an asset

A calm, proactive approach — comfortable working under pressure while maintaining focus and a positive, solutions-oriented attitude

Our salary range for this role falls between $115,000.00 and $137, The final salary offer will depend on several key factors, including the candidate's level of experience, their specific skill set, and the overall alignment with the job requirements. Other considerations may include the candidate's education, certifications, and any additional relevant qualifications. We aim to offer a competitive salary that reflects the value each individual brings to our team.

Equal opportunity employer

Healthcare is a universal priority, and we need people from all backgrounds to help build a healthier and safer society. Our employees are people with different strengths, interests, experiences and backgrounds, who share a passion for improving people's lives. We embrace our differences and celebrate our uniqueness, and we respect and value all of our employees' points of views. Our non-discrimination policy extends beyond recruitment practices to encompass all terms, conditions and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits and termination of employment.

Depending on the role, a mandatory background security screening might be performed as part of the recruitment process at Sectra. Please reach out to the responsible hiring team if you have any questions regarding this.

Great Place to Work

Making a difference

Great colleagues

Personal development

Innovation & technology

Global environment

Working close to customers

About the company

Sectra develops and sells cutting-edge solutions for medical IT and cybersecurity. We help hospitals and those who are training future healthcare personnel to improve their efficiency so that patients can receive better care. We also support and help defense, authorities, and critical social functions to secure their communication against eavesdropping and protect their systems against unauthorized access. This is how we create conditions for a healthier and safer society.

One thing that identifies us at Sectra is our customer obsession— our ability and willingness to understand, create value for and stand up for our customers. This shared priority is at the core of our culture. Our customers describe this as having the knowledge to meet expectations, the passion to exceed them. As we hire for attitude and ability - train for skill, we happily expand your knowledge, if you bring the passion and willingness to learn.

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Evelyn Siciak | Contact Person

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Sectra

Mississauga | Hybrid