Reports to: Manager of Customer Experience

Intiveo is growing and we’re looking for a Customer Success Manager to own and scale our retention and expansion program.

We have a strong foundation: an established Value Exchange Model (VEM), proven Onboarding integration, and a Customer Experience function that directly contributes to Net Retention (NRR). This role is about elevating the success of our Clinics (Customers), driving deeper feature adoption and advocacy, and building the strategic and operational systems to scale renewals and upsells further.

Our goal is to continuously improve patient care by understanding communication needs, behaviors, and preferences – resulting in successful treatment outcomes.

Chat with Patients not enabled, low confirmation rates) and execute the matching playbook.

Account reviews.

Deliver Customer Satisfaction

Reviews calls.

Run Customer Satisfaction

Review calls that tie measurable results back to the outcomes the clinic wants from Intiveo, and partner with them to deliver against their agreed priorities.

Post-CSR, either book a demo for Forms, Referral Management, Social Reviews, or VOIP, or secure a testimonial or Google review.

Own the end-to-end renewal motion across your book — from early risk signals through renewal terms close for every account,



whether a single clinic, a multi-location operator, or a group.

Work hand-in-hand with Rebecca's Onboarding team — routing existing accounts back into onboarding when the Value Exchange Model triggers a new feature deployment, and receiving recent customers off onboarding with a clear path to first value.

Own the response to inbound customer leads sourced by Marketing — triaging, qualifying, and converting them into demos, upsells, or renewal conversations across your book.

Every Clinic has had at least one Value Exchange Model project completed, and completed a Customer Satisfaction Review tied to a measurable business outcome

3+ years in SaaS Customer Success, ideally carrying a retention or expansion number

Comfort presenting quantitative business outcomes to clinic owners and office managers

Background in Dental or Healthcare.

Salesforce, Totango, and Zendesk experience

Familiarity with PMS systems (Dentrix, Eaglesoft, Open Dental), or patient engagement platforms

Generous vacation time

Stocked office fridge

At Intiveo, our values are Stewardship, Collaboration and Continuous Development. We embrace diversity and encourage you to share your voice.

📌 Customer Success Manager - Formation, stage (Vancouver)
🏢 Intiveo
📍 Vancouver