One-to-Many Customer Success | Digital Programs | Portfolio Segmentation | Builder
About Petal
Petal is a Canadian healthcare technology company transforming how healthcare organizations and physicians manage their work. Our solutions support critical healthcare workflows, and Customer Success plays an important role in ensuring our customers adopt our solutions, realize meaningful value, and continue to grow with Petal.

As our Customer Success organization evolves, we are building a new way of serving a broad portfolio of customers—one designed around scale, digital engagement, customer signals, and targeted human intervention.

We are looking for someone who has done this before.

About the Role
We are looking for a Digital / Scaled Customer Success Manager to build and own our one-to-many Customer Success motion for a pooled portfolio of customers.

This is not a traditional 1:1 CSM role .

You will not manage a small book of enterprise customers through recurring meetings, QBRs, and individually tailored success plans. Instead, you will be responsible for driving Customer Success outcomes— adoption, engagement, retention, value realization, and expansion—across a broad portfolio of customers through scalable programs and digital engagement.

The scaled motion is not already built.

You will help create it.

You will assess the portfolio, define meaningful customer segments, identify the signals that indicate customer health, risk, prospect, or the need for human intervention, and build the programs and journeys that allow us to engage customers at the right time and in the right way.

You will also help define when a customer should remain within the pooled model and when its complexity, risk, growth potential, or strategic importance warrants transitioning to an assigned CSM.

We are specifically looking for someone who has previously built, implemented, or materially evolved a digital, pooled,



or one-to-many Customer Success motion.

Prior experience doing this work is a requirement for the role.

What This Role Is — and What It Is Not
This role IS:

Building a one-to-many / digital Customer Success motion.

Managing customer outcomes across a broad pooled portfolio.

Segmenting customers based on meaningful business and customer signals.

Designing lifecycle journeys and engagement programs.

Building digital and 1 programs that drive adoption, retention, value, and growth.

Determining when customers need direct human intervention.

Creating triggers and plays based on usage, health, lifecycle, risk, engagement, and opportunity.

Using data, technology, automation, and AI to increase the reach and impact of Customer Success.

Testing programs, measuring results, learning, and iterating.

Building processes and infrastructure where they do not yet exist.

This role IS NOT:

A traditional named-account CSM position.

A role centered around managing a small portfolio of enterprise customers.

A calendar filled primarily with recurring 1:1 customer meetings and QBRs.

A role where every customer receives the same CSM cadence.

A Customer Support queue.

A fully established Digital CS program that you will simply inherit and execute.

A position for someone waiting for the playbooks, journeys, segmentation, programs, and processes to already exist.

If your Customer Success experience has primarily been managing a named portfolio through 1:1 relationships,



this role will be meaningfully different.

If you have built Customer Success programs that allow one CSM to influence the outcomes of many customers simultaneously, we want to hear from you.

What You'll Build
Portfolio Segmentation & Coverage Model
You will help determine how our pooled portfolio should be managed.

This includes:

Assessing the existing customer portfolio and identifying meaningful segments.

Defining differentiated engagement strategies by customer segment, lifecycle stage, behavior, need, and opportunity.

Establishing which customers should receive digital, 1, triggered, or direct CSM engagement.

Identifying signals that indicate when a customer requires intervention.

Helping define criteria for when a pooled customer should transition to assigned Customer Success coverage.

Continuously refining segmentation and coverage based on customer behavior and results.

The objective is not simply to categorize customers. It is to determine what Customer Success experience each customer needs and how we can deliver it efficiently.

Digital & One-to-Many Customer Success Programs
Design, launch, and continuously improve scalable programs that help customers achieve value without relying primarily on individual CSM meetings.

Programs may include:

Lifecycle communications

Digital onboarding and enablement

Adoption campaigns

Webinars

Office hours

Customer education

Self-service resources

Product adoption programs

Renewal readiness programs

Risk mitigation campaigns

Customer advocacy and reference programs

Expansion and growth campaigns

Trigger-based customer outreach

You will determine which programs are needed based on customer data, behavior, feedback, and business priorities—not simply create programs for the sake of activity.

Customer Signals
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📌 Digital / Scaled Customer Success Manager (Alberta)
🏢 PetalMD
📍 Alberta