Digital Customer Success Manager

Petal is a leading Canadian healthcare orchestration and billing company that revolutionizes healthcare systems to make them agile, efficient, and resilient by enabling the forecasting and shaping of world-class healthcare through Healthcare BI, advanced analytics, and informed insights.

Our commitment to fostering an exceptional workplace culture has earned us notable recognitions, including being listed as a Great Place to Work in both the technology and healthcare sectors. Join us in our mission to empower healthcare innovators and improve healthcare differently.

About the Role

We are looking for a Customer Success Manager to manage a pooled portfolio of customers while helping build the foundation for a scalable Customer Success model.

This role combines core Customer Success responsibilities including driving adoption, retention, customer value, and expansion opportunities with the opportunity to design and operationalize how we engage a growing customer base efficiently and effectively.

Unlike a traditional named-account CSM role, success in this position comes from influencing outcomes across a broad portfolio of customers through a combination of targeted engagement, customer programs, lifecycle management, and operational excellence. At the same time, this individual will help define the processes, programs, playbooks, and customer journeys that will shape our future scaled Customer Success motion.

The ideal candidate is equally comfortable working directly with customers and building the systems that support customer success at scale. They enjoy creating structure where it does not yet exist, leveraging data to drive decisions, and developing repeatable approaches that improve both customer outcomes and team efficiency.

Given our customer base, the successful candidate must be fully bilingual in English and French and able to communicate confidently with customers and stakeholders in both languages.

This is an opportunity to help shape the future of Customer Success as our organization grows.

What You'll Do

Customer Success & Retention

• Manage a pooled portfolio of customers across multiple segments and lifecycle stages.

• Drive customer adoption, engagement, retention, value realization, and growth opportunities.

• Monitor customer health signals, usage trends, risks, and opportunities across the portfolio.

• Identify at-risk accounts early and coordinate mitigation plans.

• Support renewal readiness and contribute to retention efforts.

• Identify opportunities for customer growth and expansion where appropriate.

• Ensure customers are achieving meaningful outcomes and realizing value from our solutions.

Build & Scale Customer Engagement

• Help define and operationalize our approach to serving pooled customers at scale.

• Design and execute customer engagement programs including webinars, office hours, enablement campaigns, lifecycle communications, adoption initiatives, and success content.

• Create repeatable customer journeys, plays, templates, and engagement strategies.

• Leverage segmentation, automation, and customer insights to deliver the right engagement at the right time.

• Measure program effectiveness and continuously improve based on customer outcomes and business impact.

Build the Scaled Customer Success Motion

• Help build the foundation for a scalable Customer Success model.

• Develop and refine playbooks, lifecycle strategies, health scoring frameworks, and customer segmentation approaches.

• Identify opportunities to improve efficiency, consistency, and customer outcomes.

• Contribute to reporting, operational processes, and success metrics.

• Partner with leadership to help shape how Customer Success evolves as the organization grows.

Customer Advocacy & Voice of Customer

• Capture customer feedback, trends, friction points, and product enhancement opportunities.

• Act as a voice of the customer internally.

• Identify customer advocates, references, and success stories.

• Surface customer insights that influence product direction and business decisions.

Cross-Functional Collaboration

• Partner closely with Product, Support, Sales, Marketing, and Professional Services teams.

• Coordinate customer risk mitigation and success initiatives.

• Contribute to a seamless and consistent customer experience across the customer lifecycle.

Operational Excellence

• Maintain accurate customer data, engagement tracking, and account documentation.

• Use CRM, Customer Success, and analytics platforms to drive prioritization and decision-making.

• Manage competing priorities effectively in a high-volume environment.

• Use data and insights to identify trends, opportunities, and areas requiring intervention.

What We're Looking For

Core Competencies:

Customer Success Mindset

• Passion for helping customers achieve meaningful outcomes and realize value.

• Strong understanding of customer adoption, retention, risk mitigation, and growth drivers.

• Ability to balance customer advocacy with business priorities.

Builder Mentality

• Enjoys creating structure, programs, and processes from the ground up.

• Thrives in evolving environments where not everything is fully defined.

• Proactively identifies opportunities and develops practical solutions.

• Thinks in scalable systems rather than one-off fixes.

Operational Excellence

• Strong organizational and project management skills.

• Ability to manage multiple priorities across a high-volume customer portfolio.

• Detail-oriented with strong follow-through and accountability.

• Demonstrated ability to drive execution and deliver results.

Data-Driven Decision Making

• Comfortable building and working with customer data, adoption metrics, health indicators, and reporting.

• Able to identify patterns, assess risk, and translate insights into action.

• Uses data to prioritize efforts and measure impact.

Communication & Collaboration

• Excellent written and verbal communication skills.

• Strong facilitation and presentation skills.

• Ability to engage customers and internal stakeholders effectively.

• Strong cross-functional collaboration and influence skills.

Required Qualifications & Experience

• 5+ years of experience in Customer Success within a SaaS environment. Experience in Health Tech is considered an asset.

• Demonstrated experience driving customer adoption, retention, and customer outcomes through a high-volume, pooled, digital or scaled customer portfolio.

• Experience building or improving customer programs, processes, playbooks, customer journeys, or operational frameworks.

• Strong analytical skills with the ability to use data and insights to drive action.

• Experience collaborating cross-functionally to solve customer and business challenges.

• Fully bilingual in English and French, with strong written and verbal communication skills in both languages.

Preferred Experience

• Experience working in a scaling or high-growth organization.

• Experience building customer engagement programs, lifecycle campaigns, or digital success initiatives.

• Experience in healthcare technology, healthcare operations, or healthcare SaaS environments.

• Experience working directly with physicians, clinical leaders, or healthcare organizations.

• Familiarity with CRM platforms such as Salesforce.

Success Measures

Success in this role may include:

• Customer retention and renewal outcomes.

• Product adoption and engagement metrics.

• Improvements in customer health and value realization.

• Effectiveness of customer programs and scaled engagement initiatives.

• Risk identification and mitigation outcomes.

• Operational improvements and efficiencies.

• Customer satisfaction and advocacy.

• Contribution to expansion opportunities.

What Success Looks Like

The right person for this role is not waiting for a perfect playbook, they help build it.

They are comfortable operating in an evolving environment, balancing customer needs with business priorities, and helping shape how Customer Success scales as the company grows.

They understand that great Customer Success is not defined by the number of meetings they hold, but by the outcomes they create. They use data, programs, processes, and targeted engagement to help customers achieve value, remain engaged, and grow with us.

Petal’s position on remote working

In our opinion, a company cannot claim to be modern, innovative and have the well-being of their team at heart, without attempting to integrate remote working to the level that their business model allows them to. Petal employees continue to benefit from the option of teleworking up to the maximum flexibility permitted by the nature of the position and the smooth running of operations.

Our benefits

• Recurring hybrid work allowance;

• Compensation that recognizes your contribution;

• 4 to 6 weeks of paid vacation per year;

• 5 paid personal days per year;

• A group RRSP / DPSP plan with employer contribution;

• A complete group insurance plan, from day 1;

• An annual wellness allowance;

• Access to the Lumino Health telehealth application;

• Flexible work hours and more.

Petal is an active participant in the equal opportunity employment program, and members of the following target groups are encouraged to apply: women, people with disabilities, aboriginal peoples and visible minorities. If you are a person with a disability, assistance with the screening and selection process is available on request.

A quick important note: We’ve noticed that some external websites are posting our job openings under incorrect job titles. To find our real opportunities and join our team, please make sure to apply through our official careers page or our trusted partners. We can’t wait to hear from you!