Customer Success Manager

<h2><strong><span data-contrast="auto">About AlayaCare</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></h2> <p><span data-contrast="auto">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. </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <p><span data-contrast="auto">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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p> <h2><strong><span data-contrast="none">About the Role</span></strong></h2> <p><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}">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. </span></p> <h2><strong><span data-contrast="none">What You'll Do </span></strong><span data-contrast="none"> </span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></h2> <ul> <li><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}">Define the client journey by setting expectations for key milestones and ROI set in the sales cycle. </span></li> <li><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}">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. </span></li> <li><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}">Maintain and actively manage a healthy client portfolio, building toward best-in-class Net Promoter Score and Net Dollar Retention outcomes. </span></li> <li><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}">Provide Stakeholder updates to maintain engagement during Implementation to proactively advocate for customer concerns and mitigate identified risks.</span></li> <li><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}">Address any escalated customer issues with speed and urgency, coordinating internal stakeholders. </span></li> <li><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}">Deliver polished Quarterly Business Review presentations to clients that uncover new business uses, adoption of best practices and product roadmap updates. </span></li> <li><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}">Monitor and maintain customer health scoring, proactively engaging with accounts based on health indicators. </span></li> <li><span data-ccp-props="{"201341983":0,"335559739":0,"33