Customer Success Manager

Petal

Customer Success Manager leading customer engagement and retention strategies in a dynamic healthcare SaaS environment. Collaborating across teams to ensure customer satisfaction and success while fostering growth initiatives.

Posted 7/16/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer portfolios, driving adoption and retention, and leveraging data insights to enhance customer outcomes. Proficient in developing customer engagement strategies and operational frameworks to support scalable Customer Success initiatives.

Highest-signal resume keywords

Customer Success ManagementSaaS ExperienceBilingual in English and FrenchAnalytical SkillsCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer AdoptionCustomer RetentionCustomer Journey DevelopmentOperational FrameworksData AnalysisCustomer SegmentationHealth Scoring FrameworksProgram Effectiveness MeasurementEngagement Strategy DesignRisk Mitigation Planning

Soft Skills

Communication SkillsProblem-SolvingCustomer AdvocacyInterpersonal SkillsOrganizational Skills

Tools & Technologies

CRM PlatformsCustomer Success PlatformsAnalytics Platforms

Industry Keywords

Health TechCustomer EngagementCustomer ExperienceLifecycle ManagementDigital Customer Portfolio

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

5+ years of experience in Customer Success within a SaaS environment. Experience in Health Tech is considered an asset.
Demonstrated experience driving customer adoption, retention, and customer outcomes through a high-volume, pooled, digital or scaled customer portfolio.
Experience building or improving customer programs, processes, playbooks, customer journeys, or operational frameworks.
Strong analytical skills with the ability to use data and insights to drive action.
Experience collaborating cross-functionally to solve customer and business challenges.
Fully bilingual in English and French, with strong written and verbal communication skills in both languages.

Benefits

Comp & perks

Recurring hybrid work allowance;
Compensation that recognizes your contribution;
4 to 6 weeks of paid vacation per year;
5 paid personal days per year;
A group RRSP / DPSP plan with employer contribution;
A complete group insurance plan, from day 1;
An annual wellness allowance;
Access to the Lumino Health™ telehealth application;
Flexible work hours and more.