Digital Customer Success Manager

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

📋 Description

• Develop and manage Petal’s customer success strategy for a diverse portfolio of clients.

• Analyze the customer portfolio to establish meaningful customer segments.

• Recognize indicators that reflect customer health, risk, potential opportunities, or the necessity for human intervention.

• Create scalable digital initiatives, lifecycle journeys, and engagement strategies.

• Determine when customers should remain in the pooled structure or shift to dedicated Customer Success Manager (CSM) support.

• Design and enhance lifecycle communications, digital onboarding processes, adoption initiatives, webinars, office hours, customer education resources, self-service tools, product adoption strategies, renewal readiness initiatives, risk mitigation campaigns, advocacy programs, expansion strategies, and trigger-based outreach.

• Track product adoption, customer engagement, support interactions, lifecycle stages, sentiment, renewal timelines, and growth indicators.

• Develop frameworks for assessing customer health and risk.

• Establish triggers for automated engagement and direct CSM intervention.

• Create repeatable strategies for common customer scenarios.

• Promote adoption, engagement, value realization, retention, renewal readiness, customer satisfaction, advocacy, references, identification of expansion opportunities, and overall customer growth.

• Leverage technology, automation, and AI to identify signals, prioritize accounts, initiate journeys, personalize communications, minimize repetitive tasks, create self-service experiences, uncover opportunities, and evaluate program effectiveness.

• Conduct program testing, assess outcomes, learn from results, and iterate accordingly.

• Establish processes and infrastructure in areas where they currently do not exist.

• Collaborate across departments including Product, Sales, Support, Marketing, Operations, and Professional Services.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Digital Customer Success, Scaled Customer Success, SaaS, or a related customer-facing role.

• Proven experience in building, implementing, or significantly evolving a digital, scaled, pooled, or one-to-many Customer Success strategy.

• Demonstrated ability to manage customer outcomes across a broad portfolio without primarily depending on one-on-one customer relationships.

• Experience in designing and executing one-to-many or digital Customer Success programs.

• Familiarity with customer segmentation and differentiated engagement strategies.

• Proficient in utilizing customer data and signals to prioritize engagement and intervention.

• Proven record of enhancing adoption, retention, customer value, and/or expansion through scalable Customer Success approaches.

• Experience in creating repeatable processes, strategies, customer journeys, or lifecycle programs.

• Strong analytical and operational skills.

• Experience collaborating cross-functionally with Product, Sales, Support, Marketing, Operations, and Professional Services.

• Technically inquisitive, systems-oriented, and comfortable in building or prototyping workflows using Customer Success, CRM, automation, and AI tools.

• Comfortable with testing methods, measuring impacts, and refining strategies.

• Proficient in working with data and technology.

• Ability to navigate between strategic planning and hands-on execution.

• Experience in healthcare technology or healthcare SaaS is advantageous but not mandatory.

• Experience collaborating with physicians, clinicians, or healthcare organizations is advantageous but not mandatory.

• Bilingual proficiency in French and English is beneficial but not essential.

• Experience with Customer Success platforms, CRM systems, lifecycle automation, or digital adoption tools is beneficial but not essential.

• Practical experience using AI or automation to develop Customer Success workflows is beneficial but not essential.

🏝️ Benefits

• Recurring hybrid work allowance.

• Compensation that acknowledges your contributions.

• 4 to 6 weeks of paid vacation annually.

• 5 paid personal days each year.

• Group RRSP / DPSP plan with employer contributions.

• Comprehensive group insurance plan from day one.

• Annual wellness allowance.

• Access to the Lumino Health™ telehealth application.

• Flexible working hours.

• Teleworking flexibility up to the maximum permitted by the position and operations.

• Equal opportunity employment program.

• Support with the screening and selection process available upon request for individuals with disabilities.