Caredove Looking for Customer Success Manager at Orillia, Ontario, Canada Full Time

Caredove is a leading healthcare software platform dedicated to connecting patients with home care and community health services. We want to bring a consumer-oriented approach where our users love what we build. From newborns in need of health screening to seniors requiring home care, Caredove has played a pivotal role in connecting patients with vital care services. Our impact in the healthcare sector is profound, but we firmly believe that we’ve only just scratched the surface of our potential.

Over one thousand health care organizations, encompassing a wide spectrum of the healthcare industry, rely on Caredove’s platform to efficiently manage inbound referrals to their services. These organizations range from trusted brands like the Canadian Red Cross and the Royal Ottawa Hospital to smaller regional healthcare providers and their funders.

The company is based in Orillia, Ontario. However, most of our team of ~25 people work remotely, most of the time. You can too if that works for you.

The Opportunity – Customer Success Manager

At Caredove, we’re offering a unique opportunity for a dynamic individual to make a significant impact on community health care organizations. As Customer Success Manager, you’ll have the chance to shape the future of healthcare access. Here’s what you’ll do:

• Build and nurture strong relationships at all levels of key customer organizations.
• Drive change initiatives within community health care organizations adopting Caredove.
• Create order from ambiguity and solve health care access problems as a true ‘builder’.
• Sell and serve to ensure customer satisfaction and success.
• Shape internal changes at Caredove as our growth accelerates.

With 5+ years of experience in customer ownership roles, you can:

• Delve into project-based challenges and engage customer executives with data-backed insights.
• Own and manage a portfolio of 15-25 key customer accounts.
• Develop and execute a Customer Success Program focused on Renewal, additional Revenue, and References (3-Rs).
• Conduct account analysis, create account success plans, and specify success metrics/targets.
• Drive customers toward realizing value from Caredove by executing success plans.
• Identify opportunities to leverage Caredove to add more value to customer businesses.
• Collect customer feedback to influence Caredove product development.
• Manage risk with customer accounts and ensure they mature in using Caredove features.
• Collaborate with Operations Coordinators to ensure successful launch activities and timely technical issue resolution.
• Partner with Marketing and Sales to drive pipeline growth.
• Collaborate with the Product team to advise on customer needs and future innovations.

If you thrive in a dynamic environment and have a passion for creating lasting customer success in the healthcare field, this is your chance to be part of a team delivering positive change. Join us at Caredove

You will be a great fit for this position if you:

• You are a university graduate with 3+ years of operations or related experience.
• You are an empathetic communicator, with a passion for supporting others to learn.
• You love organizing and structuring people and processes to reliably execute tasks.
• You tend to be precise, meticulous and practical because getting jobs done is what you are all about.
• No detail is too small to escape your notice when it comes to getting a priority accomplished.
• You are practical, dependable, and orderly, and are comfortable collaborating in systems like Asana and Slack.
• You are calming and reassuring in the face of large and daunting tasks.
• You are a great problem solver, motivated to help others in an industrious and professional manner.
• You are clear in thought and can articulate your ideas well over Zoom and in chat messages.
• You are an adept researcher of information, gathering data online as well as offline.
• You have great real-life technical problem solving chops. You may not understand the underlying code, but you are a master of being practical, and finding ways to make things work.
• You are not afraid of new projects.
• You enjoy being given real responsibility with the opportunity to make an impact.
• You love working with technology and keeping up to date with modern software tools.

Bonus Points for:

• Knowledge of the health care or community service sector.
• Speaking and writing French.
• Living in the Orillia area, so you can collaborate in person with the management team, more often.

Other role information:

• Job Type: Full Time
• Location: Orillia, Ontario, Canada is where our office is located, but you will work up to 90% of your time remote.
• Start Date: Flexible
• Paid Vacation: No defined limit. All reasonable requests are accommodated. We also have a summer shut-down week and a winter shut down-week (2 weeks total), where all staff are mostly off, while maintaining minimum coverage of the in-app support chat.
• Compensation: Base plus commission
• Flexible Schedule: General core hours to ensure collaboration with the team and customer’s hours, and flexible beyond this time.

Why Join Caredove:

We want to build a place where people enjoy working together to solve hard problems. We are a small but growing team, and our roles and responsibilities are still a little bit fluid depending on the pressures of the day. We hold each other up, we make tough decisions together, we brainstorm regularly, we value “team” over “ego”, we give and take constructive criticism, we celebrate success, we get it done, we mentor, we wear hoodies AND suits. We avoid report writing, long emails, and using business jargon. We try to live healthy lives.

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