AlayaCare is revolutionizing the way home and community health care is delivered. Our leading cloud-based software allows our customers around the world to manage their employees, scheduling, billing, and enable better delivery of care. We're a fast-growing SaaS company with a team of 500+ team members across Canada, US, Australia, and Brazil. We aim to be the world leader in home health care software solutions. We pride ourselves on our open and transparent culture, our bias for action, and being committed to a workplace where we can be ourselves.  

About the role:

Reporting to the SVP of Customer Success, the Customer Success Manager will have a critical, cross-functional role in owning and managing the health and retention of large clients throughout their AlayaCare journey.  In this role, you will leverage market specific homecare knowledge and the key objectives of your clients to ensure they are successful in their adoption and continued success of AlayaCare's software. You will cross-functionally manage all stakeholders who are supporting the success of the client. This role aims to bring structure and clarity to complex problems through translating complex projects into actionable solutions to help our customers achieve Better Outcomes.  

Location, travel, and in-office requirements:

AlayaCare supports a flexible hybrid working model, expecting that our employees have a regular in-office presence at (minimum of 2 days per week) at our downtown Toronto office location. 

Some travel will be required for conferences, customer onsite meetings, and events within North America (up to 20% of the time). 

What you'll be responsible for: 

• Establish trusted advisor relationships with the Executive and operational teams on the customer side 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.  
• Lead the collaborative development of the Customer Success Plan, the North Star plan that guides the customer relationship and journey. You will continuously check-in with this plan, updating as milestones are met, and goals are modified.  
• Deliver polished Quarterly Business Review presentations to clients that uncover new business uses, adoption of best practices and product roadmap updates. 
• Monitor and maintain customer health scoring, proactively engaging with accounts based on health indicators.  
• Actively monitor any potential risks, preparing and executing mitigation initiatives to manage churn and client escalations. 
• Manage regular open issue reviews and escalations post implementation.   
• Partner with Account Managers to support expansion into new product features, use cases and associated enablement and guidance. 
• Proactively and intelligently design and deliver an experience for each of your customers, ensuring that AlayaCare is the best provider in the market. 

What you bring to the team:

• Bachelor’s Degree in a relevant field (business, health sciences, etc.) 
• 4+ years of experience in a customer-facing role in consulting, customer success management, and/or home health care 
• SaaS experience or direct experience working with post-acute software solutions  
• 2+ years' experience in leadership across internal/external engagements, including leading cross-functional teams. 
• Excellent communication skills and strong attention to detail and accuracy.  
• Technical proficiency with experience adopting and leveraging various tools. 
• Able to recognize and articulate complex adaptive problems experienced by a home healthcare agency.  
• Comfortability communicating with stakeholders across various departments and with executives. 
• Collaborative and inquisitive in nature. 
• Exposure to the post-acute healthcare space (or other divisions of the healthcare space) would be a definite asset 
• Willingness to participate in some North American travel (up to 20%). 

What Makes AlayaCare a Great Place to Work: 

• Our products have a positive impact on the lives of countless care workers and care recipients
• Our company has been recognized by the Globe and Mail as one of Canada’s Top Growing Companies and as a recipient of Deloitte's Technology Fast 50TM program award for our rapid revenue growth, entrepreneurial spirit and bold innovation
• Flexible hybrid working model with beautiful and creative office spaces to enjoy within prime locations 
• Virtual and onsite social events for employees centered around collaboration, learning, and fun, including DEIBA committee events, volunteer events, fireside chats, catered team lunches, celebrations, and team building activities
• Equity in a well-funded, high-growth company 
• Comprehensive group benefits program, including telemedicine
• Employee expense program for health, wellness, lifestyle, productivity expenses and more!
• Parental leave top-up plan
• Flexible vacation policy
• Wellness Friday program offering employees extra time off to unwind  
• Paid Volunteer Time off program 
• Career growth and development opportunities
• Learning and development opportunities including access to various trainings through our Learning Management System and our education and development program
• An entrepreneurial culture of transparency, collaboration, and innovation
• Access to our employee perk program for discounts at various participating vendors

If this sounds like the perfect job for you, apply today. As well as joining a great culture and a market-leading company, you will be part of a team making a positive difference in the post-acute care market. If this isn’t the job for you, you may know someone who is a perfect fit. Please feel free to share this opportunity. 

If you want to explore AlayaCare further, please visit our website www.alayacare.com. 

Better outcomes, better belonging 

Our team members are unique—like our products and the customer groups that we service. AlayaCare employees bring different strengths, perspectives, and experiences to their roles and to our products that enable better care. We are committed to offering a people-centric culture where all employees belong and feel heard.  

Having a pulse on our employee feedback is important to us as we aim to continuously evolve Diversity, Equity, Inclusion, Belonging, and Accessibility within AlayaCare's policies, total rewards offerings, discussions, learning & development programs, and community partnerships. All qualified applicants will receive equal consideration. 

If you require accommodation as part of the recruitment and selection process, please reach out to [email protected]. Please note, we do not accept unsolicited headhunter or agency resumes.  

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