Customer Success Manager
Pockethealth
Administration
Toronto, ON, Canada
We are looking for a creative, motivated and deeply curious individual to help build our dynamic Customer Success team. Our dream Customer Success Manager loves a dynamic mix of relationship management, thinking strategically about how to increase awareness of PocketHealth programs within your accounts, and obsessing about delivering the best possible experience for our hospital partners & their patients.
Customer Success Managers are key members of our post-sales team and are responsible for leading customer onboarding and developing strategic relationships with existing customers (large health systems, community hospitals & outpatient imaging operators) with the goal of growing their book of business quarter-over-quarter and. You’ll be supported by a dedicated Marketing function who will work closely with you to achieve your account growth goals.
This is a full-time, work-from-home position with requirements for local travel to customer sites (0-2 days a week on average). Travel is primarily centred around the Southern Ontario region, but travel throughout Canada and the US may be required. You must be legally eligible to work in Canada and able to travel to the US for this role.
This job posting is for an existing vacancy. The salary range for this position is $70,000 - $90,000 annually. Salary is just one part of the story, though; this role is also eligible for a discretionary bonus, equity in the form of stock options and includes a comprehensive health and benefits package. We view our compensation as a total investment in your well-being, designed to support you both in your work and in your life outside of it.
About You:
- Existing experience as a CSM or similar where expansion & growth has been a key focus. Our CSMs do important work and already being familiar with the expectations of a job like this will help you get up to speed quickly.
- A university degree is required, ideally in a health-related field (e.g., BSc, Nursing, Medical Radiation Technology). We’re looking for individuals who bring both a strong foundation in healthcare and a genuine passion for the field, along with a commitment to continuous learning and professional development.
- Familiarity with healthcare environments and terminology (e.g., PACS) is a strong asset, as it will help you effectively engage with the providers we support.
- Relationship building is a must in this role. You bring a high level of emotional and business intelligence, allowing you to navigate conversations with front-line staff, technical experts, and leadership up to the Director level and beyond. Strategic and creative thinking are also essential, enabling you to approach challenges thoughtfully, tailor solutions, and add value in every interaction with our providers.
- The best way to build strong relationships with our customers is often in person. You have a valid driver’s license, a passport, and access to a reliable vehicle for travel, along with a genuine passion for face-to-face interaction.
- You're organizational royalty. Planners, calendars, notebooks - whatever you use works for you, and works for you well. Your organizational skills allow you to manage a book of 30+ accounts with ease without overwhelm and without sacrificing integrity or the experience we create for our providers.
- You hustle. This means you take ownership of the growth in your book of business and do what it takes to get it done - and get it done well.
These will help you be successful, but aren't deal breakers:
- You know what needs to get done, and you know how to break it down and deliver. From start to finish, you pride yourself on seeing it through and executing with excellence.
- Drive, ownership and delivering value are part of your DNA. You should be able to point to multiple examples from the past that clearly demonstrate how you overcame obstacles to reach expansion targets.
- Your track record of building relationships internally and externally is one that you're proud of. Building relationships comes naturally to you. You're big on feedback so share it regularly, and keep the customer experience top of mind. You're comfortable demoing and training stakeholders on new & existing functionality.
- Your creativity and innovation allows you to think of solutions in out-of-the-box ways. Progress over perfection is where it's at!
Outcomes:
- Own, manage and grow a dedicated book of business, consisting of a variety of accounts. Uncover and develop opportunities for cross-selling and up-selling.
- Become an expert on PocketHealth marketing programs, and guide your partners toward the growth solutions best suited for their patients, staff & operational goals.
- You own the provider onboarding experience post-sale, partnering closely with Implementation to ensure a smooth, successful rollout and strong early adoption. You also identify and lead upsell opportunities, helping customers expand and realize ongoing value.
- Hold periodic business reviews, site visits and training for your customers — both virtually and in-person.
- Build strong relationships with key stakeholders — from front-line reception to C-suite — across your accounts.
- Present tailored demos & training of PocketHealth to staff at all levels of seniority within your accounts, both virtually and in-person.
- Be accountable for meeting quarterly KPIs primarily related to revenue growth metrics within your book of business.
- Work cross-functionally with Product, Marketing, Onboarding, and Support and act as a trusted advisor and liaison between your accounts and internal Pocket Health teams.