Customer Success Manager

What if you could personally impact the future of healthcare? As part of the PocketHealth team, you will enable hospitals and clinics across North America — and more importantly, empower over 2 million patients — to discover a better healthcare experience. PocketHealth is a patient-centric platform that enables hospitals and clinics across North America to share imaging records digitally with patients, instantly and securely. Through our platform, we enable patients to be active and engaged participants in their own care, and take control of their care journey. In addition to image sharing, which is the heart of the PocketHealth platform, we’ve grown our core functionality to enable sharing between hospitals and physicians, as well as instant image retrieval and automated importing capability. PocketHealth is a unified image management solution for over 800 hospitals and clinics across North America. We believe that by placing patients at the center of the record release process, data moves more ethically, easily and securely throughout the care journey, and we’re looking for passionate individuals to help make this vision a reality for millions more patients across North America.About the team & the roleWe are looking for a creative, motivated and deeply curious individual to help build our dynamic Customer Success team. Our dream Customer Success Manager loves a dynamic mix of relationship management, thinking strategically about how to increase awareness of PocketHealth programs within your accounts, and obsessing about delivering the best possible experience for our hospital partners & their patients. Customer Success Managers are key members of our post-sales team and are responsible for leading customer onboarding and developing strategic relationships with existing customers (large health systems, community hospitals & outpatient imaging operators) with the goal of growing their book of business quarter-over-quarter and. You’ll be supported by a dedicated Marketing function who will work closely with you to achieve your account growth goals. This is a full-time, work-from-home position with requirements for local travel to customer sites (0-2 days a week on average). Travel is primarily centred around the Southern Ontario region, but travel throughout Canada and the US may be required. You must be legally eligible to work in Canada and able to travel to the US for this role.This job posting is for an existing vacancy. The salary range for this position is $70,000 - $90,000 annually. Salary is just one part of the story, though; this role is also eligible for a discretionary bonus, equity in the form of stock options and includes a comprehensive health and benefits package. We view our compensation as a total investment in your well-being, designed to support you both in your work and in your life outside of it.About You:Existing experience as a CSM or similar where expansion & growth has been a key focus. Our CSMs do important work and already being familiar with the expectations of a job like this will help you get up to speed quickly.A university degree is required, ideally in a health-related field (e.g., BSc, Nursing, Medical Radiation Technology). We’re looking for individuals who bring both a strong foundation in healthcare and a genuine passion for the field, along with a commitment to continuous learning and professional development.Familiarity with healthcare environments and terminology (e.g., PACS) is a strong asset, as it will help you effectively engage with the providers we support.Relationship building is a must in this role. You bring a high level of emotional and business intelligence, allowing you to navigate conversations with front-line staff, technical experts, and leadership up to the Director level and beyond. Strategic and creative thinking are also essential, enabling you to approach challenges thoughtfully, tailor solutions, and add value in every interaction with our providers.The best way to build strong relationships with our customers is often in person. You have a valid driver’s license, a passport, and access to a reliable vehicle for travel, along with a genuine passion for face-to-face interaction.You're organizational royalty. Planners, calendars, notebooks - whatever you use works for you, and works for you well. Your organizational skills allow you to manage a book of 30+ accounts with ease without overwhelm and without sacrificing integrity or the experience we create for our providers. You hustle. This means you take ownership of the growth in your book of business and do what it takes to get it done - and get it done well.These will help you be successful, but aren't deal breakers:You know what needs to get done, and you know how to break it down and deliver. From start to finish, you pride yourself on seeing it through and executing with excellence.Drive, ownership and delivering value are part of your DNA. You should be able to point to multiple examples fro