Client success manager Jobs in Toronto, ON

Join us as we change healthcare for the better.  OceanMD, a WELL Health Company, is the leading provider of EMR-integrated Patient Engagement and eReferral tools in Canada, playing a critical role in millions of patient visits and thousands of referrals every week. Our digital healthcare solutions empower patients and physicians to overcome the barriers preventing the timely delivery of healthcare services. By replacing paper forms with digital tools, we give patients and providers secure ways to connect, share health information, and update patient records. Our tools : Empower patients to share health information with their physician before, during, and after visits, helping to ensure health records are up to-date and accurate while improving patient care. Meet the growing demand for digital solutions with online booking and secure messaging that improves the patient’s experience, reduces the need for unnecessary phone calls, and makes clinics more efficient.  Improve access to care by replacing faxes, displaying wait times, and reducing the time to process and access specialist referrals.  Who we need Reporting to the Vice President of Client Experience, we are looking for an experienced and results-driven Senior Manager of Client Success, to lead a team of up to ten specialists. You will foster a culture of collaboration, growth, and accountability. You will inspire and enable your team to deliver exceptional support, empowering our clients with the tools and knowledge they need to succeed from day one through exceptional support and service.   This hybrid role requires work in-office 3 days per week. Who you are You are a leader with a proven ability to motivate and guide high-performing teams to deliver exceptional client experiences in a fast-paced SaaS B2B environment. You bring a balance of team building, customer focus, and technical knowledge, including familiarity with ticketing systems and CRMs. You excel at building relationships and fostering an environment of trust and growth. You share our values of mutual respect, owning mistakes, and striving for honesty and integrity every day in every situation.   What's in it for you Impact and influence. We are creating solutions the healthcare industry—patients and providers—is excited to use. As we expand across Canada, you will play a pivotal role in making a difference for our clients and the healthcare system. You will be critical in bringing our mission to life, fostering strong connections between clients and our platform, and contributing to the success of our organization. This is your chance to have a measurable impact on the success of our clients and the broader healthcare landscape. Mentorship and team development. You will mentor and guide a newly formed team, helping individuals grow their skills and careers. By fostering a collaborative and supportive environment, you will empower the team to excel and contribute to meaningful outcomes. Your mentorship will play a key role in shaping both their professional journeys and the overall success of the organization. A place to grow your career and your skills. You will have a ‘front-row seat’ to the digital health revolution in Canada, influencing its direction and practical application. You will immerse yourself in learning about our work and the meaningful impact we make on Canadians’ lives. As we continue to scale, you will have professional development opportunities, including the chance to advance within your team, explore roles in other areas, and grow your leadership skills while contributing to a purpose-driven organization. How you will make an impact : Lead. You will lead, inspire, and develop a high-performing Client Success & Enablement team. You will provide ongoing coaching, feedback, and guidance to help team members achieve their professional goals and improve their client management skills. You will set clear performance objectives and KPIs for your team and monitor progress through regular performance reviews, one-on-one check-ins, and team meetings. Collaborate. You will foster cross-functional relationships to ensure smooth collaboration with other teams, including R&D, product management, education, and government program services. You will work closely with the Change Management, Training & Growth team to meet client needs. Day-to-day client enablement. You will oversee day-to-day client success and enablement operations, emphasizing timely and efficient handling of client engagement and requests. You will set priorities and create access to the knowledge and tools for your team to provide seamless onboarding and responsive technical support to clients. You will empower the team to proactively manage client expectations, identify account growth opportunities, and resolve challenges. You will act as the escalation point for complex client issues, addressing concerns in a timely and professional manner. Mentor. You will mentor your team on best practices for client engagement, communication, and problem-solving. You will support your team in navigating difficult client situations and resolving issues to maintain client trust and satisfaction. You will guide team members in creating innovative, client-centric solutions to ensure satisfaction and drive long-term relationships.  Analyze. You will develop dashboards and data tracking systems to ensure continual improvement within our support ticket system and approach. You will implement and oversee processes to ensure the accuracy and integrity of data within the Ocean environment. You will continuously assess and refine internal processes to improve service delivery, efficiency, and client satisfaction. You will implement best practices for client relationship management. What you bring : The passion. You have a track record of success in managing high-value client relationships. You are deeply passionate about connecting people with technical solutions that simplify and enhance their lives or work. Your commitment to our mission drives you to excel in creating meaningful and impactful connections. The leadership skills. You bring proven coaching and mentoring expertise, having successfully managed small to mid-size teams to address complex client needs and consistently exceed expectations. You skillfully balance strategic and tactical responsibilities, leading by example and collaborating with your team to deliver outstanding customer support. Your natural curiosity, logical mindset, and solution-oriented approach inspire your team to adopt the same customer-focused perspective. The technical skills. You leverage analytics to identify opportunities and drive continuous process improvements. You are proficient with CRMs (e.g., Freshsales, Freshdesk), Business Intelligence tools, and reporting platforms. You are comfortable establishing, tracking, and measuring clear KPIs and goals for each of your team members. The interpersonal skills. You possess exceptional communication and collaboration abilities. Your emotional intelligence allows you to manage and inspire diverse personalities, building strong relationships within and across teams. You excel at asking insightful questions and translating complex technical concepts into accessible language for nontechnical audiences. You skillfully engage and influence internal and external stakeholders, adeptly resolving conflicts and managing challenging situations.  What you can expect from our interview process : A virtual interview with a Talent Advisor discussing your interest in the role and the company.  An in-person or virtual interview with the Chief Operating Officer and the Vice President, Client Experience to explore the fit between your skills, experience, and role. You will be able to share your insights and have time to ask questions about the company and the role.  An in-person interview with team members to understand the needs of the team and the clients. This will also allow you to ask questions about the company’s culture and meet with future collaborators and peers. Our culture, our team We’re a scaling company, expanding rapidly across the country. We are incredibly passionate about our ability to make a difference in the lives of Canadians through our technology and we firmly believe that we can do our best work with realistic deadlines and transparent communication about where we are and what’s next for us as an organization. We understand the time it takes to revolutionize a paper-based industry and develop and release high-quality resilient, compliant, and responsive technology that is easy to use so we ensure that pace is factored into our projects and deliverables across the organization.  Our focus is your growth and professional satisfaction, resulting in clear opportunities to help us scale and be better through your ideas, and the chance to be part of projects, and try new things. We are dedicated to our team, and we strongly believe that family comes first. To that end, we strive to find opportunities to support balance in the workplace and between work and home. As part of this, we have flexible hours, regular opportunities for social get-togethers, and meeting-free Friday afternoons.  Everyone here is deeply committed to what we can do - and the potential we have to do more. As a result, we provide an opportunity for Cognisant Causes, our name for passion projects in healthcare where no funding is available and a little technical expertise and time is needed to make a big difference. It’s a way to give back and to add further meaning to what you do here.  A note on values We value ethical behaviour above all else. We care about each other and we respect each other as professionals and people. We treat our clients with respect and keep our word, even if it hurts. We own our mistakes. We strive for honesty and integrity every day in every situation. We look for people who share these values. We are transforming patient care across the country and we’ve only just begun. Join us We are always on the lookout for ethically driven, intelligent, and compassionate professionals who want to be part of an energetic culture and company, people who are interested in contributing their talents in a challenging, interdisciplinary environment. If you feel you meet 70% of the qualifications we are looking for and are determined to make a difference, we encourage you to apply. We promise to consider your application fully.  Express your interest here , explore what we do here , or follow us on LinkedIn to stay connected. We strive to build a diverse team and encourage applications from traditionally underrepresented groups. If we can make this easier through accommodation in the recruitment process, please let us know. #LI-Hybrid #LI-DNI Powered by JazzHR