Customer Implementation & Success Associate

At Pontosense, we build technology that helps older adults live safely and independently at home. Families gain peace of mind, caregivers stay informed, and organizations deliver better care — without being intrusive.

But our impact isn’t created at contract signature.
It happens when customers successfully integrate the product into their real workflows and rely on it in daily operations.

That’s where you come in.

In this role, you won’t just coordinate onboarding — you’ll define what successful adoption looks like and guide customers to achieve it. You’ll sit at the intersection of Sales, Product, and Operations, helping turn real customer usage into repeatable deployment patterns.

This function is actively evolving. You’ll work closely with leadership as we shape how Customer Success operates and scales at Pontosense.

What you’ll do:  

• Own successful adoption
  Lead kickoff conversations and establish clear success criteria with customers before deployment begins.Identify risks and resolve them early
  Detect friction points in usage and drive resolution with context and recommendations.Align internal teams
  Act as the translator between Sales, Product, and Engineering so decisions reflect real-world usage.
  
• Track outcomes, not just tasks
  Monitor account health and adoption signals, adjusting approach to reach successful deployment.
• Turn experience into repeatability
  Document patterns, refine onboarding playbooks, and help define scalable processes based on real customer behavior.
• Guide implementation decisions
  Help customers integrate the product into their workflows, ensuring it becomes part of daily operations, not just installed.

What We’re Looking For 

• 1–3 years of experience in Customer Success, Operations, Project Coordination, or similar client-facing role
• Strong organizational thinking — you can structure ambiguous situations
• Comfortable leading conversations and asking clarifying questions
• You care about understanding why things work, not just executing steps
• Interested in improving processes and systems
• Comfortable operating where structure is still forming

Why Join Pontosense   

• Be part of a mission-driven company reshaping the future of wellness technology.   

• Work with a global team of innovators passionate about improving lives through intelligent sensing.   

• Play a key role in defining customer experience and strengthening our partnerships worldwide.   

• Competitive compensation and performance-based growth opportunities.   

• Comprehensive health and wellness benefits.   

• Flexible, hybrid work environment that values autonomy.   

Our Commitment    

At Pontosense, we are committed to creating a workplace that is inclusive and accessible to all. We value diversity and believe that everyone deserves an equal opportunity to succeed.     

If you have a disability or special need that requires accommodation during the hiring process, please let us know. We will work with you to make the necessary accommodations to ensure a fair and positive experience for all applicants.     

We strive to provide accessible communication and technology for our employees and customers and always look for ways to improve. If you have any feedback or suggestions on how we can improve accessibility in our workplace, please don't hesitate to contact us.   

We are proud to be an equal opportunity employer and welcome candidates from all backgrounds to apply for open positions at our company.    

AI Disclosure:  

In accordance with Ontario’s employment legislation, Pontosense confirms that we do not use artificial intelligence (AI) or automated tools to make hiring decisions. Every application is reviewed directly by our Talent team and hiring managers.  

We believe in a fair and human-centred hiring experience where every candidate is given thoughtful consideration.