Customer Success Manager

Location: Toronto, ON (Remote start; hybrid a few days/week) Start Date: January 2026 Compensation: CAD $80,000–$95,000 annual salary About Healthera Canada Healthera is a rapidly growing SaaS health platform used by pharmacies to grow their revenue and increase operational efficiency. After successfully rolling out to 30 pharmacies across Canada, we are expanding to 150+ additional locations by March 2026 as part of a major national rollout. To support this next phase, we are seeking a strong, cross‑functional Customer Success Manager who will work closely with pharmacies, product, engineering, data, operations, and commercial teams to deliver a world‑class experience. Role Overview We are seeking a mid‑level Customer Success & Onboarding Manager , who will serve as the primary customer‑facing contact for activation, early lifecycle success, and structured collection of product feedback. Initially, you will guide 150+ new pharmacies through implementation and ensure strong platform adoption, helping drive key usage metrics, and contributing to overall revenue growth through improved retention, reduced churn, and expansion readiness. This project will require you to build and iterate the customer success and onboarding processes as we scale nationally. This role will also involve providing actionable feedback to Product through structured CS channels, in addition to owning the onboarding function as Healthera scales up across Canada. Key Responsibilities Onboarding & Training Own the full onboarding pipeline for new customers Deliver structured virtual training to owners, pharmacists, technicians, and staff Maintain ownership of asynchronous online training material Track onboarding milestones in HubSpot with accurate customer lifecycle data Customer Success & Relationship Management Conduct proactive relationship check‑ins with customers Coach customers on how to extract maximum value from Healthera’s software services Monitor health metrics and intervene early when churn indicators appear Maintain strong customer relationships to drive long‑term loyalty Provide guidance on maximizing the value of Healthera’s ecosystem Product Responsibilities Convert customer insights into clear, structured feedback Identify friction points within Healthera and propose actionable solutions grounded in customer experience Participate in roadmap discussions, representing the voice of the customer Collaborate with the Product and Engineering teams to validate new features from a usability and workflow perspective Operations & Product Discovery Triage support tickets and coordinate with the technical team for resolution Identify patterns in support issues and translate them into suggested product improvements Assist in documenting FAQs, troubleshooting guides, and help resources Coordinate with engineering to close the loop on customer‑reported issues Data & Insights Review and share usage reports to understand customer adoption and potential risks Translate data into insights for internal teams and customers Maintain accurate CRM hygiene across onboarding and lifecycle stages Use data to flag accounts ready for expansion or at risk of churn Qualifications Required Bachelor’s Degree or equivalent from an accredited university 5+ years experience in customer success, technical onboarding, implementation, or CS operations (including related fields) Experience working in the pharmacy industry; familiarity with pharmacy operations, pharmacy technology landscape and PMS/clinical workflows Comfort with interpreting platform data (usage metrics, adoption trends) Strong communication and virtual presentation skills Ability to manage onboarding pipelines Strong organizational and time‑management abilitiesBased in Toronto; available for hybrid work once offices open Preferred Experience in fast‑paced and rapidly growing startup environments Experience in a CS Ops‑style role (help docs, workflow building, triage systems) Strong analytical skills with familiarity using SQL/light BI tools Experience working in a SaaS business What We Offer Competitive salary of CAD $80,000–$95,000 Performance‑based bonus opportunities Direct impact on a major national SaaS expansion Clear growth path into Senior Operations and Product roles High ownership, meaningful responsibility Working closely with senior leadership in Canada and globally Hybrid work flexibility Flexible vacation Seniority level Mid‑Senior level Employment type Full‑time #J-18808-Ljbffr