Digital Customer Success Manager

🔥 0 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Petal

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Petal is a company that provides a data-driven, secure cloud platform for healthcare organizations, designed to orchestrate patient care delivery workflows in real-time. They offer solutions for capacity management, workforce scheduling, care coordination, and secure messaging among other services. Petal focuses on interoperability, artificial intelligence, and cloud computing to enhance healthcare access worldwide, serving over 200 facilities globally. Their services help healthcare professionals in patient self-scheduling, immunizations, and reducing patient complaints significantly.

📋 Description

• 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