Customer Success Manager 🏥📈🇨🇦 (Healthcare SaaS | Client Retention | Remote)

Goodwork is recruiting for a Canadian-based healthcare technology company that's revolutionizing how patients access medical care.

About the Company

We're Canada's leading healthcare directory and booking platform, transforming how patients connect with providers nationwide. Our mission: helping Canadians find the care they need when they need it, addressing the family doctor shortage through efficient, transparent healthcare access.

Our platform is a free marketplace where patients compare real-time wait times at walk-in clinics and book appointments with 15+ types of health providers including physiotherapy, pharmacy, mental health, and specialty services. We monetize through subscription tiers offering clinics enhanced visibility, profile management, calendar integration, and SEO optimization for local searches.

We serve 4,200+ healthcare providers across Canada, from walk-in clinics to allied health specialists like physiotherapists, chiropractors, and mental health practitioners. Our partnerships include major networks like London Drugs pharmacies and Doctors of BC, with clinic owners and practice managers as our primary contacts.

Since 2016, we've built Canada's largest patient network with 12+ million users served, 250K active users, and 70% market penetration among walk-in clinics. Featured on Canadian news outlets like CBC, CTV, and Global News, we've saved patients 6,887 days of waiting time and established ourselves as the "Airbnb of Canadian healthcare.”

We were recently acquired and completed a strategic restructuring. With fresh funding secured, we're now hiring for critical roles to scale our impact across Canada.

OUR COMPANY VALUES

• 🎨

  Creativity:

  We value innovative solutions and fresh ideas.
• 🙏

  Humility:

  We prioritize teamwork and respect everyone's contributions.
• 🧠

  Problem-solving:

  Our success relies on effective and efficient problem-solving.

We're a fully remote organization with 6 (soon to be 7 👋🏾) teammates forming a focused, agile unit. We're part of a holding company with 70+ people across 5 businesses, headquartered in Toronto with team members in Montreal, Ottawa, Vancouver, the Philippines, and Pakistan.

Our approach is distinctly Canadian – lighthearted yet serious about our work, collaborative, and focused on long-term growth over short-term gains. We're obsessed with efficiency and continuous improvement, maintaining a flat structure that encourages open communication and idea-sharing. We leverage cutting-edge technologies, including AI tools, to streamline processes and enhance service delivery.

About the Role

remote Customer Success Manager

In this role, you'll be the primary advocate for our paying clinic customers, ensuring they realize maximum value from our platform. You'll own the complete post-sale journey from guided onboarding through long-term retention, starting with approximately 300 clinics (primarily West Coast Canada) and growing as we expand nationally.

You're joining at a pivotal moment following our recent acquisition and restructuring. You'll transition knowledge from our outgoing Customer Success specialist, then take full ownership of reducing churn while building scalable processes. Though our platform offers automated onboarding, you'll provide the critical human touch through proactive outreach, strategic success planning, and relationship building that transforms paying customers into loyal advocates.

Our IDEAL CANDIDATE

Your performance will be measured by onboarding completion rates, customer satisfaction scores, churn reduction, time-to-value improvements, and new user setup checklist completion rates.

You'll collaborate closely with our incoming Sales rep and manage 1 Customer Service Representative. This position reports directly to our Operations Manager.

You’ll be doing things like:

• Client Onboarding:

  Guide new paying customers through platform setup; ensure completion of profile updates, calendar integration, and wait-time app installation; deliver 30-60-90 day success plans for fast time-to-value

• Account Management:

  Own all inquiries and interactions with paying clinics; conduct video calls and screen-shares for platform demonstrations; provide support in English (and, if you have the skills, French); build trusted relationships with clinic owners and managers

• Retention & Upselling:

  Proactively identify at-risk accounts through engagement monitoring; execute retention strategies for churning customers; provide consultative guidance on platform features and upgrades; recover detractors into advocates

• Metrics & Analysis:

  Track key metrics including time-to-value, churn rates, and onboarding completion; analyze clinic visibility and engagement data; identify optimization opportunities from usage patterns

• Process Development:

  Create and automate customer success playbooks; develop help desk documentation based on user journeys; build HubSpot workflows to streamline touchpoints; establish scalable processes for growth

• People Management:

  Manage and develop our Customer Service Representative; establish success best practices and training protocols; coordinate handoffs between support functions

• Product Insights:

  Gather customer insights for product improvements; serve as voice of customer in internal discussions; identify feature gaps and enhancement opportunities

Skills & Qualifications

• 3-5 years of prior experience as a Customer Success Manager, Client Relationship Manager, SaaS Account Manager, or related customer-facing roles.
• SaaS business experience with subscription revenue models
• CRM proficiency (HubSpot preferred) including workflow automation and reporting
• Analytical mindset to translate customer data into actionable insights
• Tech-savvy with ability to automate customer success metrics and reporting
• Polished customer success etiquette via video, email, and phone
• Strong presentation skills
• Consultative selling confidence for retention and upselling conversations
• Customer lifecycle management and retention strategy expertise
• Resilience and emotional intelligence for handling difficult customer situations
• Experience building customer success processes, playbooks, and documentation from scratch
• People management experience with customer service team development

Bonus if you also have:

• Bilingual capabilities (French/English) for Quebec market expansion
• Healthcare SaaS or medical clinic experience
• Marketplace or platform business model background
• Product sense for translating customer feedback into feature recommendations
• Experience with health provider directories (ZocDoc, Psychology Today, Birdeye)
• Familiarity with our tools: HubSpot, Stripe, ClickUp, Slack, Google Workspace

Position Details

• Working Hours:

  Fixed schedule, 9AM-5PM Eastern Time Zone

• Employment Type:

  Full-time (40 hours/week), Exclusivity Preferred

• Education:

   Bachelor's degree preferred

• Level:

  Intermediate (3-5 years of relevant work experience)

• Compensation:

  ~CAD $1,349–$1,666 (INR 85K–105K) per month, based on experience. Structured as a Consultant Agreement (independent contractor), meaning you'll be responsible for your own taxes, benefits, and insurance.

Benefits of working with us:

• 🚀 Work directly with a forward-thinking Canadian healthcare company
• 🏡 Work from the comfort of your home
• 🏆 Incredibly talented teammates across multiple successful businesses
• 🧘🏾‍♀️ Work-life balance with standard 40-hour weeks
• 💰 Competitive compensation for your region
• 💻 Remote-first company culture
• 🧠 Learning and growth opportunities in scaling healthcare tech
• 🏥 Direct healthcare impact improving access for millions of Canadians
• 📈 Join during strategic expansion after successful acquisition
• ⚡ Build systems and workflows that will scale with the business
• 🇨🇦 Gain deep expertise in the Canadian healthcare landscape

Not sure you meet all the requirements? Apply anyway! We value diverse experiences and hire for potential. If you don't hear back within 4 weeks, assume you weren't selected, but Goodwork may still reach out about other remote roles.

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