Digital Customer Success Manager
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Job Description
Digital Customer Success Manager building one-to-many customer programs for Petal, a Canadian healthcare technology company. Driving adoption, retention, value, and growth through segmentation, automation, and AI.
Responsibilities:
- Build and own Petal’s one-to-many Customer Success motion for a pooled portfolio of customers
- Assess the customer portfolio and define meaningful customer segments
- Identify signals indicating customer health, risk, opportunity, or need for human intervention
- Build scalable digital programs, lifecycle journeys, and engagement programs
- Define when customers should remain in the pooled model or transition to assigned CSM coverage
- Design and improve lifecycle communications, digital onboarding, adoption campaigns, webinars, office hours, customer education, self-service resources, product adoption programs, renewal readiness programs, risk mitigation campaigns, advocacy programs, expansion campaigns, and trigger-based outreach
- Monitor product adoption, engagement, support activity, lifecycle stage, sentiment, renewal timing, and growth signals
- Develop customer health and risk frameworks
- Define triggers for automated engagement and direct CSM intervention
- Build repeatable plays for common customer situations
- Drive adoption, engagement, value realization, retention, renewal readiness, customer satisfaction, advocacy, references, expansion identification, and customer growth
- Use technology, automation, and AI to detect signals, prioritize accounts, trigger journeys, personalize communications, reduce repetitive work, create self-service experiences, surface opportunities, and measure program effectiveness
- Test programs, measure results, learn, and iterate
- Build processes and infrastructure where they do not yet exist
- Collaborate cross-functionally with Product, Sales, Support, Marketing, Operations, and Professional Services
Requirements:
- 5+ years of experience in Customer Success, Digital Customer Success, Scaled Customer Success, SaaS, or a closely related customer-facing function
- Direct experience building, implementing, or materially evolving a digital, scaled, pooled, or one-to-many Customer Success motion
- Demonstrated experience managing customer outcomes across a broad portfolio without relying primarily on 1:1 customer relationships
- Experience designing and executing one-to-many or digital Customer Success programs
- Experience with customer segmentation and differentiated engagement strategies
- Experience using customer data and signals to prioritize engagement and intervention
- Demonstrated experience improving adoption, retention, customer value, and/or expansion through scalable Customer Success strategies
- Experience creating repeatable processes, plays, customer journeys, or lifecycle programs
- Strong analytical and operational capabilities
- Experience working cross-functionally with Product, Sales, Support, Marketing, Operations, and Professional Services
- Technically curious, systems-oriented, and comfortable building or prototyping workflows using Customer Success, CRM, automation, and AI tools
- Comfortable testing approaches, measuring impact, and iterating
- Comfortable working with data and technology
- Ability to move between strategy and hands-on execution
- Experience in healthcare technology or healthcare SaaS is valuable but not required
- Experience working with physicians, clinicians, or healthcare organizations is valuable but not required
- Bilingualism in French and English is valuable but not required
- Experience with Customer Success platforms, CRM systems, lifecycle automation, or digital adoption tools is valuable but not required
- Hands-on experience using AI or automation to build Customer Success workflows is valuable but not required
Benefits:
- Recurring hybrid work allowance
- Compensation that recognizes your contribution
- 4 to 6 weeks of paid vacation per year
- 5 paid personal days per year
- Group RRSP / DPSP plan with employer contribution
- Complete group insurance plan from day 1
- Annual wellness allowance
- Access to the Lumino Health™ telehealth application
- Flexible work hours
- Teleworking flexibility up to the maximum permitted by the position and operations
- Equal opportunity employment program
- Assistance with the screening and selection process available on request for persons with disabilities
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