Customer Success Manager

Trexo Robotics is enabling mobility by building powered wearable robots. Our first product is a robot for children with movement disorders such as Cerebral Palsy, and it allows kids to walk, in many cases, for the first time in their lives. The device is currently being used by hundreds of families and the best hospitals across North America.

We are constantly working towards building mobility solutions for all. At Trexo Robotics, you will find a flat organization where you can work with highly optimistic, low ego, and exceptionally talented individuals who look forward to solving hard problems.

We are looking for a highly motivated Customer Success Manager. If you have experience as a physiotherapy assistant, this role offers an exciting opportunity to leverage technology to expand your impact, helping hundreds of children across the continent.

As a key member of our team and the main point of contact for customers, you will play a vital role in delivering this life-changing device to families and hospitals. You will train users on how to operate the device, set meaningful goals and success metrics with them, and support their journey from deployment onward. This is a rare opportunity to join a fast-growing startup while directly improving the lives of our clients.

Location: Hybrid (3 days in the office in Mississauga)

Working hours: This position may require occasional evening or weekend work, depending on operational needs.

• You are detail-oriented and methodical.

• You have excellent communication skills - verbal and written.

• You are a quick learner, capable of troubleshooting both physiological setup errors and technical issues with ease.

• You have an intrinsic desire to help customers (and the patience to do so).

• You have a continuous improvement mindset, and are always looking to improve the status-quo.

• You love asking 'why' multiple times, until you understand something from first principles.

• You thrive in unknown situations. You can apply logical reasoning, find solutions, and lead.

• Perform video-based customer training to excited customers receiving their Trexo devices.

• Provide check-ins on regular intervals after deployment.

• Collaborate with customers to establish clear goals, nurturing their satisfaction.

• Proactively reduce customer churn through high-touch interactions and personalized support.

• Build KPIs to track the customer satisfaction and team's performance.

• Address individual customer queries on a daily basis (we have chat groups with each user).

• Help design and validate upcoming research studies with our clinical partners all around North America.

• Attend conferences with KOLs in the space and end users, with potential for presenting at the conferences.

• Manage customer issues by creating tickets and prioritizing them for resolution.

• Oversee case reviews to ensure all necessary documentation and data are well-prepared before delivery.

• Troubleshoot electrical, mechanical, software issues by looking at logs or via video calls.

• Develop training plans and videos to streamline the support/ training process.

• Provide feedback to the engineering and production teams on issues and suggestions by users.

• Minimum education level: Graduation from an accredited Physiotherapy Assistant (OTA/PTA) program.

• 3+ years of experience working as a paediatric Physiotherapy Assistant or in a similar role.

• Strong verbal and written communication skills.

• Solid understanding of human kinematics.

• Excellent interpersonal skills and high levels of emotional intelligence.

• Ability to quickly learn and adapt to new software and digital tools.

• Ability to occasionally travel between Canada and USA.

• Flexibility to work irregular hours, including occasional evenings or weekends.

Nice to Have

• Experience with tools like Salesforce and Airtable.

• International education or clinical experience as a Physiotherapist (PT).

• Competitive pay and employee stock options.

• Unlimited Vacation policy.

• Group benefits plan (medical and dental).

• Office snacks.

• Dog-friendly office environment.

Work Authorization: Please note that we are unable to provide visa sponsorship or support work authorization applications. We can only consider candidates who already have the legal right to work in the location they are applying for.

AI in Recruitment: At Trexo Robotics, we use artificial intelligence (AI) tools to support our recruitment process. AI helps with tasks like resume screening, drafting job descriptions, creating interview questions, and occasionally sourcing candidates. Final hiring decisions are always made by our team. Our goal is to use AI responsibly to streamline administrative tasks, improve candidate experience, and maintain fair, unbiased hiring practices aligned with industry standards.