Digital Customer Success Manager

🕒 July 23

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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

• Manage a pooled portfolio of customers across multiple segments and lifecycle stages. • Drive customer adoption, engagement, retention, value realization, and growth opportunities. • Monitor customer health signals, usage trends, risks, and opportunities across the portfolio. • Identify at-risk accounts early and coordinate mitigation plans. • Support renewal readiness and contribute to retention efforts. • Identify opportunities for customer growth and expansion where appropriate. • Ensure customers are achieving meaningful outcomes and realizing value from our solutions. • Help define and operationalize our approach to serving pooled customers at scale. • Design and execute customer engagement programs including webinars, office hours, enablement campaigns, lifecycle communications, adoption initiatives, and success content. • Create repeatable customer journeys, plays, templates, and engagement strategies. • Leverage segmentation, automation, and customer insights to deliver the right engagement at the right time. • Measure program effectiveness and continuously improve based on customer outcomes and business impact. • Help build the foundation for a scalable Customer Success model. • Develop and refine playbooks, lifecycle strategies, health scoring frameworks, and customer segmentation approaches. • Identify opportunities to improve efficiency, consistency, and customer outcomes. • Contribute to reporting, operational processes, and success metrics. • Partner with leadership to help shape how Customer Success evolves as the organization grows. • Capture customer feedback, trends, friction points, and product enhancement opportunities. • Act as a voice of the customer internally. • Identify customer advocates, references, and success stories. • Surface customer insights that influence product direction and business decisions. • Partner closely with Product, Support, Sales, Marketing, and Professional Services teams. • Coordinate customer risk mitigation and success initiatives. • Contribute to a seamless and consistent customer experience across the customer lifecycle. • Maintain accurate customer data, engagement tracking, and account documentation. • Use CRM, Customer Success, and analytics platforms to drive prioritization and decision-making. • Manage competing priorities effectively in a high-volume environment. • Use data and insights to identify trends, opportunities, and areas requiring intervention.

🎯 Requirements

• 5+ years of experience in Customer Success within a SaaS environment. • Demonstrated experience driving customer adoption, retention, and customer outcomes through a high-volume, pooled, digital or scaled customer portfolio. • Experience building or improving customer programs, processes, playbooks, customer journeys, or operational frameworks. • Strong analytical skills with the ability to use data and insights to drive action. • Experience collaborating cross-functionally to solve customer and business challenges. • Fully bilingual in English and French, with strong written and verbal communication skills in both languages.

🏖️ 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 • A group RRSP / DPSP plan with employer contribution • A complete group insurance plan, from day 1 • An annual wellness allowance • Access to the Lumino Health™ telehealth application • Flexible work hours and more.