Customer Success Manager, SMB
Heidi Health
full-time
Posted on:
Location Type: Hybrid
Location: Toronto • Canada
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Salary
💰 CA$105,000 - CA$118,000 per year
About the role
- Deliver consistent, high-quality onboarding experiences across your book of business
- Track time-to-activation and activation rates
- Run engaging training sessions for clinicians and operational staff
- Use data and health scores to identify at-risk accounts
- Conduct Heidi training sessions
- Manage the renewal process end-to-end
- Operate within existing CSM frameworks with precision and consistency
- Provide clear, empathetic support through efficient channels
- Partner with Product, Support, and Sales teams
Requirements
- 2-4 years of experience in a customer success role at a SaaS company
- Experience managing a high-volume book of business (75+ accounts)
- Demonstrated ability to work within established processes while identifying improvement opportunities
- Data-driven approach to customer health monitoring and prioritisation
- Proven track record of meeting/exceeding renewal targets and managing contract negotiations
- Experience with scalable customer engagement strategies
- Strong organisational skills and ability to manage competing priorities
- Excellent communication skills
Benefits
- Healthcare, Dental, Vision benefit options
- 401k with 3% match
- Personal development budget of $500 per annum
- Become an owner, with shares (equity) in the company
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successdata-driven approachcustomer health monitoringcontract negotiationsrenewal managementscalable customer engagement strategiesonboarding experiencestraining sessionsactivation ratestime-to-activation
Soft Skills
organizational skillscommunication skillsempathetic supportability to manage competing prioritiesability to identify improvement opportunitiesengagementcollaborationprecisionconsistencyproblem-solving