Petal

Customer Success Manager

• Manage a pooled portfolio of customers across multiple segments and lifecycle stages.
• Drive customer adoption, engagement, retention, value realization, and growth opportunities.
• Monitor customer health signals, usage trends, risks, and opportunities across the portfolio.
• Identify at-risk accounts early and coordinate mitigation plans.
• Support renewal readiness and contribute to retention efforts.
• Identify opportunities for customer growth and expansion where appropriate.
• Ensure customers are achieving meaningful outcomes and realizing value from our solutions.
• Help define and operationalize our approach to serving pooled customers at scale.
• Design and execute customer engagement programs including webinars, office hours, enablement campaigns, lifecycle communications, adoption initiatives, and success content.
• Create repeatable customer journeys, plays, templates, and engagement strategies.
• Leverage segmentation, automation, and customer insights to deliver the right engagement at the right time.
• Measure program effectiveness and continuously improve based on customer outcomes and business impact.
• Help build the foundation for a scalable Customer Success model.
• Develop and refine playbooks, lifecycle strategies, health scoring frameworks, and customer segmentation approaches.
• Identify opportunities to improve efficiency, consistency, and customer outcomes.
• Contribute to reporting, operational processes, and success metrics.
• Partner with leadership to help shape how Customer Success evolves as the organization grows.
• Capture customer feedback, trends, friction points, and product enhancement opportunities.
• Act as a voice of the customer internally.
• Identify customer advocates, references, and success stories.
• Surface customer insights that influence product direction and business decisions.
• Partner closely with Product, Support, Sales, Marketing, and Professional Services teams.
• Coordinate customer risk mitigation and success initiatives.
• Contribute to a seamless and consistent customer experience across the customer lifecycle.
• Maintain accurate customer data, engagement tracking, and account documentation.
• Use CRM, Customer Success, and analytics platforms to drive prioritization and decision-making.
• Manage competing priorities effectively in a high-volume environment.
• Use data and insights to identify trends, opportunities, and areas requiring intervention.

Digital Customer Success Manager

Engineering Manager

• Lead and support a multidisciplinary delivery team (typically 8–12 people) by setting direction, providing feedback, and fostering accountability.
• Plan and oversee delivery execution, ensuring that the team has clear objectives, realistic timelines, and effective prioritization of work.
• Collaborate closely with Product Management and Architecture to align on vision, define scope, and ensure solutions meet both functional and technical expectations.
• Identify and remove delivery blockers, optimizing the team’s workflow, tools, and processes to enable consistent execution.
• Coach team members on problem-solving, communication, and professional growth, while cultivating a healthy, high-performing team culture.
• Maintain visibility on quality and performance metrics, ensuring continuous improvement in delivery velocity, product quality, and predictability.
• Bring a point of view: act as a thought partner to Product and Architecture, balancing technical feasibility, customer value and business impact.

Software Development Manager

Manager

• Support teams through growth, change, and integration
• Build strong, lasting relationships with clients in a service-driven environment
• Enhance operational performance and service quality
• Identify opportunities and help guide the evolution of billing operations across BC
• Contribute to a collaborative and evolving healthcare ecosystem
• Support & grow teams
• Coach and support a team of billing professionals and team leads
• Strengthen team capabilities and encourage accountability, collaboration, and knowledge sharing
• Foster a positive and inclusive environment during periods of change
• Improve operations
• Oversee billing productivity, accuracy, and turnaround times
• Use performance insights to identify trends, prioritize opportunities, and implement improvements
• Act as a key point of contact for complex issues
• Navigate conflict situations with care and professionalism to reach effective outcomes
• Build and maintain strong relationships with physician clients (virtual and in-person)

Digital Customer Success Manager

Software Development Manager

Customer Success Manager

Software Development Manager

Manager – Support & Billing Services