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This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Success Manager, Enterprise based in Canada.
This is a high-impact enterprise customer success role focused on driving long-term value, retention, and expansion across strategic healthcare accounts. You will act as a trusted advisor to senior client stakeholders, ensuring they fully realize the value of complex SaaS solutions that support critical care environments. In this role, you will own executive-level relationships, guiding customers through adoption, optimization, and transformation journeys. You will work cross-functionally with internal teams to align customer outcomes with product capabilities and long-term strategy. The environment is fast-paced, mission-driven, and highly collaborative, with a strong emphasis on measurable customer outcomes. You will also play a key role in identifying risks early, driving retention strategies, and expanding account value over time. This is a role for someone who combines strategic thinking with hands-on execution and thrives in enterprise client environments.
Accountabilities:
You will be responsible for managing enterprise customer relationships end-to-end, ensuring adoption, satisfaction, and long-term value realization:
- Own and execute joint success plans with enterprise healthcare customers, aligning stakeholders on business outcomes and value realization.
- Act as a trusted advisor to executive-level stakeholders, providing strategic guidance and driving alignment across internal and external teams.
- Build and maintain strong, multi-level relationships across customer organizations to support retention and expansion.
- Leverage structured customer success methodologies to proactively identify risks, address challenges, and ensure successful product adoption.
- Monitor customer health indicators and develop proactive retention and churn mitigation strategies for at-risk accounts.
- Serve as the escalation point for complex customer issues, ensuring timely resolution and expectation management.
- Partner cross-functionally with Sales, Product, and Support teams to deliver seamless customer experiences.
- Identify opportunities for expansion and deeper product adoption within enterprise accounts.
Requirements
You are an experienced customer success or account management professional with strong enterprise SaaS and healthcare exposure:
- Experience in a customer-facing role within a SaaS or enterprise technology environment.
- Background in healthcare, healthcare technology, or managing enterprise accounts in regulated industries.
- Proven success managing a book of enterprise customers with a focus on retention, expansion, and long-term value.
- Strong executive presence with the ability to influence and advise C-level stakeholders.
- Excellent communication and presentation skills, both written and verbal.
- Ability to operate independently in a remote environment while managing complex client relationships.
- Strong analytical skills with the ability to interpret customer data and translate insights into action.
- Experience using CRM and customer success tools such as Salesforce and/or Gainsight.
- Bachelor’s degree or equivalent practical experience is preferred.
Benefits
- Competitive base salary with performance-based bonus
- Comprehensive health, dental, and vision insurance coverage
- Remote-first work flexibility with travel as needed for client engagement
- Equity or long-term incentive opportunities (where applicable)
- Paid time off and flexible vacation policy
- Professional development and learning support
- Opportunity to work in a mission-driven environment improving healthcare outcomes
- Strong culture of collaboration, inclusion, and career growth.
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