Customer Success Manager

5+ years in a customer-facing role dealing with mid market or larger accounts in a customer success or account manager role.

3+ years of SaaS experience or experience working with post-acute software solutions.

Proven experience managing and nurturing executive relationships with customers, including management of executive-level escalations.

Ability to develop market-specific strategies and plans based on industry best practices (ex.

Pre-sales, Consulting) to improve growth efficiency and net dollar retention.

Contributes to a culture of transparency and accountability and has a track record of operating with high integrity and honesty.

Equity in a well-funded, scaling company.

Comprehensive health benefits, telemedicine, and lifestyle spending accounts.

Parental leave top-up and family support programs.

Reporting to the Director, Customer Success Management (US), the Customer Success Manager is responsible for setting and managing the strategic plan for Large customers.

They will be accountable to driving the client journey to ensure clients achieve ROI on their implementation of the AlayaCare Cloud software.

The Customer Success Manager is a subject matter expert on the market they operate in.

Your main responsibility will be to enhance retention, adoption and foster the growth of your portfolio, which comprises AlayaCare’s most valued customers.

As a strategic lead in the organization, they will be the key executive touchpoint, providing Quarterly Business Reviews and ongoing recommendations to optimize the customer lifecycle.

As the key touchpoint for Enterprise organizations, the Enterprise Customer Success Manager will focus on relationship management at the corporate level, while also working with the implementation Project Manager to ensure the health and satisfaction of all customer stakeholders.

At AlayaCare, we’re more than just a fast-growing SaaS company, we’re a team of people passionate about transforming home healthcare. Our cloud-based platform empowers care providers around the world to deliver better outcomes for their clients.

With 550+ employees across Canada, the US, Australia, and Brazil, we’re united by a shared mission and a strong culture of transparency, growth, and human connection. Whether you're early in your career or a seasoned expert, AlayaCare offers the opportunity to grow your impact, your skills, and your career.