Customer Success Manager

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

In this role, you’ll make that impact real by guiding customers from contract signature to everyday, reliable use in their own workflows.
As one of the earliest members of our Customer Success team, you’ll be hands‑on with customers while our processes, tools, and playbooks are still evolving. You’ll spend most of your time directly with customers and partners — running calls, coordinating deployments, troubleshooting issues, and making sure our product becomes something people rely on, not just something they install.
This is a high‑contact, execution‑focused role for someone who wants ownership, is energized by creating order in ambiguity, and wants to see their work directly move the needle.

What you’ll do

Own successful adoption

• Lead discovery and kickoff conversations with new customers, setting clear success criteria before deployment begins.
• Guide customers through onboarding and rollout, from initial setup in homes or care settings to confident use in daily operations.
  
  

Identify risks and resolve them early

• Monitor usage and engagement, spotting friction points (installation issues, workflow gaps, unclear value) before they become bigger problems.
• Take ownership of driving resolution, coordinating with internal teams and coming back to customers with clear updates and next steps.
  
  

Align internal teams around real‑world usage

• Act as the connector between Sales, Product, Engineering, and Operations so decisions are grounded in what’s happening day‑to‑day for families and care teams.
• Capture structured feedback from customers and turn it into clear insights for the broader team.
  
  

Track outcomes, not just tasks

• Own account health for your portfolio: understand where each customer is in their journey, what success looks like for them, and what’s needed to get there.
• Use simple, concrete signals (adoption, engagement, outcomes) to prioritize your time and adjust your approach.
  
  

Turn experience into repeatability

• Document what works: communication templates, rollout checklists, training flows, and best practices for different customer types.
• Contribute to and refine our onboarding and success playbooks so that what you learn in the field becomes a repeatable pattern.
  
  

Guide implementation decisions

• Help customers integrate Pontosense into their existing workflows so it becomes a natural part of how they provide care, not just another tool on the shelf.
• Work with internal teams to map out what happens when key events occur (for example, when an alert fires) and ensure responsibilities are clear.
  

As this function grows, there will be opportunities to take on more strategic accounts, help shape how we serve different customer segments, and grow into new responsibilities as the team expands.

What we’re looking for 

• 3–5 years in a customer‑facing, operational role (Customer Success, Account Management, Project Coordination, or similar). 
• Experience supporting a technology product that includes both a physical component and software is a plus, but not required.
• Comfortable working with modern tools, asking good questions, and explaining things simply to non‑technical users such as caregivers, families, and care staff.
• Strong organizational thinking: you can bring structure to ambiguous situations, juggle many accounts and priorities, and keep things moving without heavy process.
• Confident leading customer conversations, uncovering what success really means for them, and driving toward clear decisions and next steps.
• Curious about why customers work the way they do and how our product fits into that, not just following a checklist.
• Excited to work in an environment where systems are still forming, responsibilities can evolve, and your feedback quickly shapes how we operate.

Who this role is for
This role is for you if:

• You want to see your work directly improve people’s lives and influence how a company grows.
• You enjoy being in front of customers, handling messy real‑world situations, and then turning what you learn into better ways of working.
• You like ownership. Being the person your customers trust to get things done and the person your teammates rely on for clear, honest signals from the field.
• You’re motivated by winning: successful deployments, strong adoption, and long‑term relationships that you helped build.
• This role is probably not for you if you’re looking for a large team, mature processes, and a narrow, highly defined set of responsibilities.

What success looks like
First 30 days: You're confidently leading kickoff calls where customers get genuinely excited about how Pontosense fits their care workflows. You've completed your first onboarding plans, internal teams turn to you for real-world customer context, and you've already flagged the top friction points with actionable next steps.
By day 60: Customers reach out to you first when they hit a snag because they know you'll make it right. You've distilled messy deployment learnings into simple checklists and templates that everyone starts using, and leadership is tapping you for insights on product tweaks or process improvements.
By 90 days: Your accounts aren't just set up — customers are actively relying on Pontosense in their daily operations. Check-ins feel collaborative and forward-looking, you've refined playbooks that make new onboardings smoother, and you're shaping how we approach different customer types like home-care providers or partners.
We set you up to win with regular 1:1s, clear guidance from leadership, and the freedom to experiment and iterate.

Why join Pontosense

• Be part of a mission‑driven company improving safety, dignity, and independence for older adults and peace of mind for the people who care about them.
• Work with a global team that cares deeply about both people and the products we build.
• Play a key role in defining our customer experience and shaping how we partner with organizations around the world.
• Competitive compensation and performance‑based growth opportunities.
• Comprehensive health and wellness benefits.
• Flexible, hybrid work environment that values autonomy and trust.

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 are always looking for ways to improve. If you have any feedback or suggestions on how we can improve accessibility in our workplace, please 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 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.