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Petal

Digital Customer Success Manager

Petal

Customer Success Manager responsible for customer adoption and growth in a healthcare SaaS company. Managing relationships and designing scalable customer success initiatives.

Posted 7/23/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer success initiatives within a SaaS environment, focusing on customer adoption, retention, and value realization. Proficient in leveraging data insights to enhance customer engagement and operational efficiency.

Highest-signal resume keywords
Customer Success ManagementSaaS ExperienceData AnalysisBilingual CommunicationCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Customer AdoptionCustomer RetentionCustomer Journey DevelopmentOperational FrameworksHealth Scoring FrameworksEngagement StrategiesProgram Effectiveness MeasurementSegmentationAutomationLifecycle Strategies
Soft Skills
Analytical SkillsCommunication SkillsProblem-SolvingCustomer AdvocacyTeam Collaboration
Tools & Technologies
CRM PlatformsCustomer Success PlatformsAnalytics Platforms
Industry Keywords
Customer EngagementCustomer InsightsCustomer ExperiencePooled Customer PortfolioHigh-Volume Environment

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.
  • 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.