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. 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. Whether you're early in your career or a seasoned expert, AlayaCare offers the opportunity to grow your impact, your skills, and your career. 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. Define the client journey by setting expectations for key milestones and ROI set in the sales cycle.

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. Maintain and actively manage a healthy client portfolio, building toward best-in-class Net Promoter Score and Net Dollar Retention outcomes.

Provide

Stakeholder updates to maintain engagement during Implementation to proactively advocate for customer concerns and mitigate identified risks.



Address any escalated customer issues with speed and urgency, coordinating internal stakeholders. Monitor and maintain customer health scoring, proactively engaging with accounts based on health indicators.

Help drive new business and reduce churn and building referenceable clients. Drive account growth outcomes through identifying expansion plays - upsell opportunities Influence customer lifetime value through optimizing product adoption, customer satisfaction and overall health. 5+ years in a customer-facing role dealing with mid market or larger accounts in a customer success or account manager role. ~3+ years of SaaS experience or experience working with post-acute software solutions. ~ Proven experience managing and nurturing executive relationships with customers, including management of executive-level escalations. ~ Excellent written, oral, and presentation communication skills, with a demonstrated ability to shape narratives supported by data. ~ Ability to develop market-specific strategies and plans based on industry best practices (ex. Pre-sales, Consulting) to improve growth efficiency and net dollar retention. ~ Success in this role requires bringing a working knowledge of AI, having used AI tools in practice, and being able to demonstrate how AI has helped improve the quality, efficiency, or impact of your work.

We'll support you with the tools, training,



and coaching needed to succeed in an AI‑enabled environment. This role is hybrid out of the Toronto office twice per week, and may require travel to visit customers on-site, as well as occasional travel to AlayaCare offices or events. At AlayaCare, you'll help build technology that empowers care providers and improves outcomes for patients and families.

Every line of code and every customer interaction contributes to making care more connected, accessible, and human. Here, you'll feel safe to share your ideas and career goals, and be supported to achieve them through mentorship, career mobility, and a promote-from-within philosophy. From "Wellness Fridays" to volunteer time off, to adaptable vacation, we make sure you have the space to recharge, contribute to your community, and live your best life.

Equity in a well-funded, scaling company. Comprehensive health benefits, telemedicine, and lifestyle spending accounts. Parental leave top-up and family support programs. Employee-led events, summits, and social activities, both in-person and virtual, create meaningful connections across our global teams.

At AlayaCare, we consider a range of factors when determining compensation, including skills, qualifications, experience, and market data. These factors may cause compensation to vary. The expected hiring range is what we reasonably anticipate offering for this position at the time of posting.

AlayaCare offers a comprehensive benefits program, which may include medical, dental, wellness, life insurance, equity participation, paid parental leave top up, and paid time off. AlayaCare uses artificial intelligence enabled tools to support certain aspects of the recruitment process. 80,000—$100,000 CAD #

📌 Customer Success Manager - Formation, stage (Toronto)
🏢 AlayaCare
📍 Toronto