Customer Success Manager

As our Customer Success Manager, you will own customer health, adoption, and retention across our growing customer base. Your primary objective is to ensure every customer achieves measurable business outcomes while identifying opportunities to improve our product and reduce churn. 

This is not a reactive support role. We are looking for someone who actively engages customers before problems occur and becomes a trusted advisor throughout their journey. 

Key Responsibilities 

• Customer Success & Retention 
• Own customer onboarding and ongoing success. 
• Monitor customer health and identify churn risks early. 
• Develop and execute proactive retention strategies. 
• Increase product adoption and customer engagement. 
• Build long-term relationships with customers through regular check-ins. 
• Customer Engagement 
• Re-activate dormant or inactive customers. 
• Conduct Quarterly Business Reviews (QBRs). 
• Schedule regular success calls and onsite customer meetings when required. 
• Act as the primary customer advocate within the company. 
• Customer Insights 
• Gather customer feedback and identify product improvement opportunities. 
• Translate customer pain points into actionable product recommendations. 
• Work closely with Product and Engineering teams to improve market fit. 
• Identify trends across customers and recommend strategic improvements. 
• Product Documentation 
• Create and maintain customer-facing documentation. 
• Develop onboarding guides, FAQs, playbooks, and best practices. 
• Ensure customers always have access to accurate product resources. 
• Technical Success 
• Develop a strong understanding of Kickcall AI, healthcare workflows, and product integrations. 
• Troubleshoot basic technical issues and coordinate with engineering when needed. 
• Help customers adopt new features and workflows successfully. 
• Cross-functional Collaboration 
• Partner with Sales, Product, and Engineering teams. 
• Represent the voice of the customer during product planning. 
• Help prioritize features that increase customer value and retention. Required 

Qualifications 

• 3+ years of experience as a Customer Success Manager or Account Manager. 
• Experience working in the Healthcare or Wellness industry. 
• Proven track record of reducing customer churn and increasing product adoption. 
• Experience managing SaaS customers throughout the customer lifecycle. 
• Strong relationship-building and communication skills. 
• Ability to manage multiple customer accounts independently. 
• Comfortable conducting virtual and in-person customer meetings across Canada. 
• Excellent documentation and organizational skills. 
• Strong analytical and problem-solving abilities. 

Preferred Qualifications 

• Experience with AI, SaaS, Healthcare Technology, EMR/EHR, or Practice Management software. 
• Technical understanding of APIs, integrations, or cloud-based software. 
• Experience using CRM and Customer Success platforms. 
• Knowledge of customer health scoring and success metrics. 

What Success Looks Like Within the first 6 months, you will: 

• Reduce customer churn risk through proactive engagement. 
• Successfully re-activate dormant customer accounts. 
• Increase customer adoption and product usage. 
• Build strong executive relationships with customers. 
• Deliver actionable customer insights that improve product-market fit. 
• Maintain high-quality product documentation and onboarding resources. 
• Become the trusted voice of our customers internally. 

Key Skills: 

• Customer Success 
• Customer Retention 
• Relationship Management 
• Customer Health Monitoring 
• Churn Prevention