Remote Customer Success Manager

Description

About Marea

Marea is an AI-powered platform purpose-built for the dental industry, helping practices capture more revenue, reduce operational workload, and modernize patient communication. With products like an AI receptionist and clinical transcription, deeply integrated with leading dental PMS systems, Marea is redefining how dental practices operate.

Marea is part of Fluent Software Group (a Valsoft Corporation operating group), a global acquirer and operator of vertical market software businesses. We focus on specialized industries where expertise creates lasting advantages.

The Opportunity: Customer Success Manager

Marea is looking for a Customer Success Manager to own the customer experience after implementation. This is an opportunity to become the trusted partner for healthcare practices using Marea, ensuring they are onboarded successfully, supported effectively, and consistently achieving value from the platform. You will play a key role in customer retention, product feedback, and building scalable customer success processes as the company grows.

Location: Canada (Remote), Montreal (Hybrid) preferred
Salary Range: $50,000 – $75,000 CAD per year. Final compensation will be determined based on experience, skills, and location.

What You'll Own

Customer Onboarding & Adoption

• Lead onboarding for new healthcare practices from implementation through successful adoption
• Deliver training sessions and guide users on how to get the most value from Marea
• Set expectations, answer questions, and ensure customers feel confident using the platform
• Monitor customer engagement and proactively support practices that may need additional assistance

Customer Support & Relationship Management

• Serve as the primary point of contact for customer questions, issues, and requests
• Build trusted relationships with practice owners, managers, and staff
• Troubleshoot issues and coordinate with internal teams to ensure timely resolution
• Maintain clear documentation of customer interactions, feedback, and support activities

Process Improvement & Customer Advocacy

• Create scalable onboarding and support resources, including guides, templates, and workflows
• Identify customer trends, challenges, and opportunities for improvement
• Share customer feedback and product insights with internal teams
• Help improve customer retention, satisfaction, and long-term adoption of the platform

What We're Looking For

• 2+ years of experience in Customer Success, Customer Support, Account Management, Implementation, or a similar customer-facing role
• Experience working in a SaaS or technology company
• Hands-on experience using CRM platforms and customer-facing software tools
• Experience supporting customers in the healthcare, dental, wellness, medical, or practice-based industry
• Strong written and verbal communication skills with the ability to explain technology to non-technical users
• Highly organized and comfortable managing multiple customer relationships simultaneously
• Self-directed, proactive, and comfortable working in a fast-paced, growing environment
• Strong sense of ownership and accountability for customer outcomes

Strongly Preferred

• Startup or small-company experience
• Experience creating processes, documentation, or standard operating procedures
• French and/or Spanish language skills
• Based in Montreal
• Ability to support customers across Eastern and Pacific time zones

Why Marea?

• Make a direct impact on customer success at a growing healthcare technology company
• Work closely with founders, product teams, and key stakeholders
• Help shape customer success processes and best practices as the business scales
• Take ownership of a highly visible role with meaningful influence on customer experience and retention

Join Us

If you're passionate about helping customers succeed, enjoy building relationships, and want to play a key role in shaping the customer experience at a growing healthcare technology company, we'd love to hear from you.

We use AI-powered tools (including transcription and automated note-taking) during portions of our interview process to support a consistent and thorough candidate experience. Candidates who require alternative accommodation may request it at any stage of the recruitment process.

Fluent Software Group is committed to building diverse, equitable, and inclusive teams. We welcome applications from candidates of all backgrounds, identities, and experiences, and all qualified applicants will be considered without regard to race, gender, age, disability, religion, sexual orientation, or any other protected characteristic.

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