Customer Success Manager, Eastern Canada (Bilingual - English & French)

The OpportunityAs Customer Success Manager, Eastern Canada, you will be responsible for driving adoption, expansion, and long-term customer value across MedMe’s pharmacy customers in Québec and the broader Eastern Canada region.This role owns the success of pharmacies at the store level, ensuring locations are effectively onboarded, actively using MedMe, and expanding their use of the platform over time. You will support a mix of independent pharmacies and locations within larger enterprise organizations, with a clear mandate to convert and strengthen adoption one location at a time.You will act as the primary point of contact for onboarding, training, adoption, and ongoing success, while maintaining an enterprise mindset for how store-level progress rolls up into broader account outcomes. Your work will require a strong understanding of pharmacy operations, thoughtful change management, and the ability to earn trust with busy pharmacy teams as you help embed MedMe into day-to-day clinical and operational workflows.This is a hands-on role for a fully bilingual (French and English) customer-facing operator who understands the Canadian pharmacy landscape and has experience helping customers adopt new workflows in regulated environments through consistent execution and follow-through.About MedMe HealthAt MedMe, we are passionate about empowering pharmacists to provide services beyond just prescribing. Our mission is to build an all-in-one cloud-based platform that enables pharmacists to schedule, document, and manage clinical services at scale. With over 4,500 pharmacies using our software, we’ve facilitated more than 25 million patient services, transforming pharmacies into community health hubs across North America.What You’ll DoYou will own customer success and account growth for pharmacies across Eastern Canada.Onboarding, Training & AdoptionLead onboarding for new pharmacies, including independent locations and stores within enterprise networksDeliver onboarding and training in French and/or English, aligned to real pharmacy workflows, operational realities, and regulatory contextDrive meaningful adoption by helping pharmacies integrate MedMe into ongoing clinical and operational use, not just initial setupIdentify adoption gaps early and adjust enablement or support approaches to help teams successfully change how they workStore-Level Expansion & GrowthServe as the primary point of contact for pharmacies post-onboarding, supporting ongoing success over timeDrive store-level expansion, including converting under-utilized locations within enterprise customers and expanding use across additional services or programsProactively identify opportunities to expand MedMe’s use across additional services, programs, or workflowsGrow account value by increasing product scope, depth of usage, and reliance at each locationEnterprise Coordination & ExecutionWork closely with enterprise Account Managers to align store-level activity with broader account strategy and objectivesUnderstand how decisions, priorities, and constraints flow between head office and individual pharmacies, and navigate accordinglyShare visibility into adoption trends, risks, and expansion opportunities across locationsEnsure consistent execution and communication between pharmacies, enterprise stakeholders, and internal teamsOngoing Support & Customer ExperienceServe as the primary point of contact for pharmacies post-onboarding, addressing day-to-day questions and usage issuesResolve adoption or usage challenges efficiently, coordinating internally to remove frictionBalance reactive support with proactive follow-up to prevent issues from blocking adoption or expansionCapture and share structured customer feedback to inform product improvements and rollout approachesIdentify recurring patterns in usage, friction, and expansion to continuously improve how MedMe supports pharmacies in Eastern CanadaAbout YouYou bring 4+ years of experience in a customer-facing role such as Customer Success, Account Management, or Implementation, ideally within healthcare or another regulated, workflow-driven environmentYou are fully bilingual in French and English (spoken and written), and comfortable supporting customers in bilingual environmentsYou learn complex products, workflows, and regulatory contexts quickly, and apply that understanding pragmaticallyYou think strategically about your accounts, connecting how market dynamics, competition, and regulation affect pharmacy behaviour to how MedMe should be adopted and expandedYou’re comfortable working directly with frontline teams and stakeholders, and know how to build credibility, momentum, and trust over timeYou approach customer work with an operator’s mindset, seeking to understand how workflows function in practice and how change is realistically adoptedYou’re proactive and persistent in your engagement style, able to initiate and sustain conversations that move customers forwardHow We HireMedMe is commit