Customer Success Manager - Remote | WFH

Customer Success Manager (Remote, US with Quarterly Toronto Visits)

We are a fast-growing company transforming how industries handle medical documentation through cutting-edge AI technology. Our mission is to make it easier for companies in the insurance, legal, and medical fields to quickly understand medical documents, saving valuable time and helping streamline processes like medical claims.

We are looking for a Customer Success Manager to join our team and play a crucial role in delivering an outstanding user experience. This position is perfect for someone with experience in managing Midmarket and Enterprise clients, especially in industries such as insurance, healthcare, or legal. If you are passionate about how AI and technology can disrupt these industries, we want to hear from you!

In this role, you will be responsible for managing a portfolio of large business customers, ensuring their success with our platform. You will work directly with new customers to guide them through onboarding and continue nurturing current relationships to expand customer use of our services.

This is a remote position for US-based candidates, with the expectation of quarterly on-site visits to Downtown Toronto.

Key Responsibilities

Onboarding & Training: As a trusted advisor, you will guide customers through the onboarding process, addressing their workflow requirements and ensuring smooth product adoption. You'll play a key role in creating a positive customer experience from the very first interaction.

Account Management: You will maintain regular contact with customers throughout their journey, understanding their evolving needs and ensuring we meet their goals. You'll also seek opportunities to expand our offerings by identifying upsell and cross-sell potential.

Data Analysis: Analyzing customer data to spot trends and opportunities for improvement will be essential. You'll share insights with customers on how to optimize their use of our platform and ensure they achieve their desired results.

Cross-functional Collaboration: You'll serve as the voice of the customer, working closely with Product Development, Sales, and Quality Assurance to ensure our solutions align with customer needs and expectations.

Customer Retention: Your focus will be on maintaining strong, long-term relationships by proactively identifying risks and opportunities for customer growth. You'll ensure our customers continue to find value in our services.

Qualifications

5+ years of experience managing Enterprise clients, ideally in a B2B SaaS environment.

Experience in the insurance, healthcare, or legal industries is preferred.

Relevant education (e.g., Health Sciences, Medical Terminology, Disability Management, Paralegal) is a strong asset.

Familiarity with CRM tools like HubSpot and ticketing systems such as Jira.

Working knowledge of medical documentation and terminology.

Proven track record in managing a diverse portfolio of clients with exceptional customer service results.

Willingness to travel within the US and Canada as required.

A collaborative team player who can also thrive in independent, self-managed environments.

Strong initiative and problem-solving skills, with the ability to identify process gaps and suggest improvements.

Excellent organizational, communication, and presentation skills.

Technical proficiency with the ability to easily grasp and explain complex technical concepts to non-technical users.

Resilient, adaptable, and comfortable in a fast-paced, dynamic environment.

What We Offer

Competitive compensation and valuable stock options.

Modern benefits, including health and dental coverage.

Generous Paid Time Off and Paid Sick Days.

Employee referral bonus and various recognition programs.

Tuition assistance and a learning-driven environment with ample opportunities for career growth.

A casual dress code and company events to foster a positive work culture.

Rapid career development, with opportunities for advancement into senior roles or management based on performance.

Employment Type: Full-Time