Customer Success Manager

About AlayaCare 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. About the Role Reporting to the Director, Customer Success Management (Canada), 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. What You'll Do    • Define the client journey by setting expectations for key milestones and ROI set in the sales cycle. • Establish trusted advisor relationships with customer Executive team, developing an ‘influencer’ relationship, while working with internal teams to deliver a best-in-class customer experience. • Maintain and actively manage a healthy client portfolio, building toward best-in-class Net Promoter Score and Net Dollar Retention outcomes. • Provide Stakeholder updates to maintain engagement during Implementation to proactively advocate for customer concerns and mitigate identified risks. • Address any escalated customer issues with speed and urgency, coordinating internal stakeholders. • Deliver polished Quarterly Business Review presentations to clients that uncover new business uses, adoption of best practices and product roadmap updates. • Monitor and maintain customer health scoring, proactively engaging with accounts based on health indicators. • Help drive new business and reduce churn and building referenceable clients. • Drive account growth outcomes through identifying expansion plays - upsell opportunities • Influence customer lifetime value through optimizing product adoption, customer satisfaction and overall health. What You Bring to the Team • 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 anticipate needs, innovate, and flourish in a fast-paced environment. • Excellent written, oral, and presentation communication skills, with a demonstrated ability to shape narratives supported by data. • 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. • Collaborative team player with exceptional relationship and interpersonal skills. • Contributes to a culture of transparency and accountability and has a track record of operating with high integrity and honesty. AI at Work At AlayaCare, AI is a core part of how we work. Success in this role requires bringing a working knowledge of AI, having used AI tools in practice, and being able to demonstrate how AI has helped improve the quality, efficiency, or impact of your work. We look for people who can adapt to new tools and ways of working and use AI responsibly in line with our privacy and security standards. We’ll support you with the tools, training, and coaching needed to succeed in an AI‑enabled environment. Location and Work Model This role is hybrid out of the Toronto office twice per week, and may require travel to visit customers on-site, as well as occasional travel to AlayaCare offices or events. Why Join AlayaCare? Work With Purpose At AlayaCare, you’ll help build technology that empowers care providers and improves outcomes for patients and families. Every line of code and every customer interaction contributes to making care more connected, accessible, and human. Grow in a High-Trust Culture We believe in transparency, feedback, and assuming positive intent. Here, you’ll feel safe to share your ideas and career goals, and be supported to achieve them through mentorship, career mobility, and a promote-from-within philosophy. Balance That Works for You We value flexibility and well-being. From “Wellness Fridays” to volunteer time off, to flexible vacation, we make sure you have the space to recharge, contribute to your community, and live your best life. Benefits That Matter • Equity in a well-funded, scaling company. • Comprehensive health benefits, telemedicine, and lifestyle spending accounts. • Parental leave top-up and family support programs. Inclusive by Design We celebrate diverse perspectives and foster belonging through our DEIB initiatives. Employee-led events, summits, and social activities, both in-person and virtual, create meaningful connections across our global teams. Ready to Join Us? Apply today and be part of a company that makes a real difference in the future of home and community care. Not the right role for you? Share this posting with someone who might be a great fit. AlayaCare uses AI tools during our hiring process to support fair, consistent, and objective decision-making. Some initial screening steps may be automated to help identify qualified candidates. If your application is declined automatically, you may request a human review. We’re committed to creating a workplace where everyone belongs. If you require accommodation during the application process, please reach out to careers@alayacare.com. At AlayaCare, we consider a range of factors when determining compensation, including skills, qualifications, experience, and market data. These factors may cause compensation to vary. The expected hiring range is what we reasonably anticipate offering for this position at the time of posting. AlayaCare offers a comprehensive benefits program, which may include medical, dental, wellness, life insurance, equity participation, paid parental leave top up, and paid time off. This expected hiring range applies only to candidates hired to perform work in Ontario. This role represents an existing vacancy at AlayaCare. AlayaCare uses artificial intelligence enabled tools to support certain aspects of the recruitment process. All hiring decisions are made by our hiring teams. Expected Hiring Range $80,000—$100,000 CAD