Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee the onboarding process for new healthcare practices, guiding them from implementation to successful usage.

• Conduct training sessions and assist users in maximizing the value they derive from Marea.

• Establish clear expectations, respond to inquiries, and ensure customers feel assured in utilizing the platform.

• Track customer engagement and proactively offer support to practices that may require further assistance.

• Act as the main point of contact for customer inquiries, issues, and requests.

• Cultivate trusted relationships with practice owners, managers, and staff members.

• Resolve issues and collaborate with internal teams to guarantee prompt solutions.

• Keep thorough documentation of customer interactions, feedback, and support efforts.

• Develop scalable onboarding and support materials, such as guides, templates, and workflows.

• Recognize customer trends, challenges, and areas for enhancement.

• Communicate customer feedback and product insights to internal teams.

• Contribute to improving customer retention, satisfaction, and long-term platform adoption.

⛳️ Requirements

• A minimum of 2 years of experience in Customer Success, Customer Support, Account Management, Implementation, or a comparable customer-facing position.

• Background in a SaaS or technology company.

• Practical experience with CRM systems and customer-facing software tools.

• Proven experience in supporting clients within the healthcare, dental, wellness, medical, or practice-oriented sectors.

• Excellent written and verbal communication skills, with the capability to explain technology to non-technical users.

• Highly organized and adept at managing multiple customer relationships at the same time.

• Self-motivated, proactive, and at ease in a fast-paced, expanding environment.

• Strong sense of ownership and responsibility for customer outcomes.

• Strongly Preferred:

• Experience in a startup or small company setting.

• Skill in creating processes, documentation, or standard operating procedures.

• Proficiency in French and/or Spanish.

• Based in Montreal.

• Capability to support customers across Eastern and Pacific time zones.

🏝️ Benefits

• Opportunity to work in a dynamic and innovative environment.

• Competitive salary and benefits package.

• Professional development opportunities.

• Collaborative team culture.