Creyos (formerly Cambridge Brain Sciences) Looking for Customer Success Manager – Onboarding at Toronto, Ontario, Canada Full Time

Who we are:

Creyos (formerly Cambridge Brain Sciences) is a leading growth-stage B2B SaaS HealthTech company. Our proprietary brain health tools, including digital cognitive assessments and mental health questionnaires, are used by healthcare practitioners treating mental health conditions, brain injuries, aging, and other patient populations throughout the world, as well as by leading researchers. To learn more about our organization, please visit www.creyos.com.

You will be part of a team that includes not just your typical SaaS business functions (Sales, Marketing, Customer Success), but also engineers, psychologists, business leaders, and even a world-renowned neuroscientist. We are proud to say that you will be surrounded by some of the smartest, enthusiastic, hard working and dedicated people that you’ll ever meet (at least, that we’ve ever met!).

Who we are looking for:

At Creyos, we know that solving big challenges requires unrelenting resilience. We don’t give up in achieving our goals. People who succeed at Creyos have a sense of urgency, a strong work ethic, natural curiosity, strong internal drive, and enthusiasm about growing a company… as well as a sense of humor. If this all sounds good to you, we invite you to join us!

Working closely with health care professionals and their operations staff (your clients), your role is to drive the successful implementation of the Creyos Health product. Your main objective is to ensure an exceptional onboarding experience (0 – 120 days) and drive overall product adoption with minimal administrative burden for the client.

What you will be doing:

As a Customer Success Manager – Onboarding at Creyos, you will:

• Use Case Identification: Conduct onboarding meetings, product demos, and more to clearly understand client context and goals.
• Relationship Management: Foster positive client relationships in order to create a loyal client base.
• Reimbursement: Confirm reimbursement success and work through any challenges or questions they may have.
• Workflow: Working with the practices to understand how they are doing to utilize creyos. This will involve identifying gaps to provide consultative practices to increase product adoption. .
• Metrics & Reporting: Identify and create clear metrics for adoption success depending on the use case. Measure success metrics on an on-going basis in the first 120 days through surveys (e.g, NPS), usage metrics and other KPIs as required.
• Support: Act as the first point of contact for any client issues, questions, etc. within the first 120 days. Solve customer queries in a timely manner. You should have the skill and knowledge to understand the product and answer any questions arising with customer accounts, features, reporting etc.
• Stakeholder Management: As required, bridge the gap between client and support teams (technical support, reimbursement support, etc.) Act as the voice of the customer and ensure their needs are met by working with necessary cross-functional groups (e.g., Product teams) to swiftly and efficiently resolve any technical or logistical problems that customers may be experiencing.
• Resourcing: Assume ownership over product education initiatives for your client base such as running demonstrations for new features, drafting or sharing over existing FAQs or executing other tactics that help maximize the value customers derive from Creyos Health. By the end of the onboarding period, your role is to ensure the client is self-sufficient and has the resources available to them.
• Risk Management: Identify and escalate at-risk accounts that are exhibiting lower-than-anticipated usage levels.
• Reference Program: Identify advocates of Creyos and confirm references to help support existing and prospective clients.

The skills and experience we are looking for:

• Related sales or related customer experience (examples SDR, BDR, sales ops, deal desk, customer service, Customer Success Manager)
• Demonstrated progressive experience with B2B software sales
• Experience with subscription go-to-market approaches for customer success management and renewals
• Experience selling into an already existing client base.
• Effective communicator, strong interpersonal and collaboration skills
• Motivated, hard working, driven and results-oriented
• Strong negotiation, presentation and closing skills

Some of the reasons people choose to join the Creyos team include:

• Grow through our career paths leading to more senior roles. We invest in the development of our team members, provide significant opportunities for growth and career advancement, and do everything we can to support one another to ensure individual and team success. In 2022, 40% of our team members were promoted at least once to more senior roles!
• Recharge during our annual company-wide break and extra holidays. In addition to vacation and quarterly Personal Days, every year we take a company-wide break in December to rest and recharge. We also give team members two additional holidays off per year: U.S. Independence Day and U.S. Thanksgiving, which we celebrate as Brain Holidays. We want you to feel motivated and energized at work!
• Get access to comprehensive benefits. We pride ourselves on offering benefits covering medical, dental, vision, mental health, wellness and more.

Additional information:

Please note that in accordance with company policy, any successful candidate will be required to demonstrate proof of full vaccination against COVID-19. This is a hybrid role with time spent in our downtown Toronto office.

Creyos is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, national origin, sex, sexual orientation, gender identity, and disability, or another legally protected status. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Creyos will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require accommodation, please notify our Talent Acquisition Manager directly and we will work with you to meet your needs.