Taking applicationsChat / Email·Posted 8d ago
Digital / Scaled Customer Success Manager
PetalVerified company
Remote job
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Remote job
EnglishSenior level
About the role
A remote full-time role building and owning a one-to-many digital Customer Success motion for a pooled portfolio at a Canadian healthcare technology company. It focuses on segmentation, lifecycle programs, customer signals and triggers, and automation/AI rather than traditional 1:1 enterprise account management.
What you'll do
- Build a one-to-many / digital Customer Success motion
- Segment a pooled customer portfolio and define coverage models
- Design lifecycle journeys and digital engagement programs
- Define customer health, risk, and intervention triggers
- Drive adoption, retention, value realization, and expansion
- Use technology, automation, and AI to scale Customer Success
- Measure, test, and iterate programs
- Determine when customers need assigned CSM coverage
What you'll need
- 5+ years in Customer Success, Digital/Scaled Customer Success, SaaS, or related customer-facing work
- Direct experience building or evolving a digital, scaled, pooled, or one-to-many Customer Success motion
- Manage customer outcomes across a broad portfolio without relying mainly on 1:1 relationships
- Experience designing and executing digital Customer Success programs
- Experience with customer segmentation and differentiated engagement
- Experience using customer data and signals to prioritize engagement
- Strong analytical and operational capabilities
- Cross-functional experience with Product, Sales, Support, Marketing, Operations, or Professional Services
Skills
Customer SuccessDigital Customer SuccessPortfolio segmentationLifecycle journeysCustomer health and risk frameworksAutomation and AIData analysisCRM and CS platforms
Benefits
Paid time offHealth insuranceFlexible hoursWellness allowanceRetirement planHybrid work allowanceTelehealth access
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Applications close on 18 November.