Job Specifications
About AlayaCare
At AlayaCare, we're more than just a fast-growing SaaS company, we're a team of people passionate about transforming home healthcare. Our cloud-based platform empowers care providers around the world to deliver better outcomes for their clients.
With 550+ employees across Canada, the US, Australia, and Brazil, we're united by a shared mission and a strong culture of transparency, growth, and human connection. Whether you're early in your career or a seasoned expert, AlayaCare offers the opportunity to grow your impact, your skills, and your career.
About the Role:
Reporting to the Senior Director, Customer Experience the Customer Success Manager is responsible for setting and managing the strategic plan for Large and Enterprise customers. They will be accountable to driving the client journey to ensure clients achieve ROI on their implementation of the AlayaCare Cloud software. The Customer Success Manager is a subject matter expert on the market they operate in. Your main responsibility will be to enhance retention, adoption and foster the growth of your portfolio, which comprises AlayaCare's most valued customers.
As a strategic lead in the organization, they will be the key executive touchpoint, providing Quarterly Business Reviews and ongoing recommendations to optimize the customer lifecycle. As the key touchpoint for Enterprise organizations, the Enterprise Customer Success Manager will focus on relationship management at the corporate level, while also working with the implementation Project Manager to ensure the health and satisfaction of all customer stakeholders.
What You'll Do:
Define the client journey by setting expectations for key milestones and ROI set in the sales cycle.
Establish trusted advisor relationships with customer Executive team, developing an 'influencer' relationship, 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.
Provide Stakeholder updates to maintain engagement during Implementation to proactively advocate for customer concerns and mitigate identified risks.
Address any escalated customer issues with speed and urgency, coordinating internal stakeholders.
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.
Help drive new business and reduce churn and building referenceable clients.
Drive account growth outcomes through identifying expansion plays - upsell opportunities
Influence customer lifetime value through optimizing product adoption, customer satisfaction and overall health.
What You Bring to the Team:
5+ years in a customer-facing role dealing with mid market or larger accounts in a customer success or account manager role.
3+ years of SaaS experience or experience working with post-acute software solutions.
Proven experience managing and nurturing executive relationships with customers, including management of executive-level escalations.
Ability to anticipate needs, innovate, and flourish in a fast-paced environment.
Excellent written, oral, and presentation communication skills, with a demonstrated ability to shape narratives supported by data.
Ability to develop market-specific strategies and plans based on industry best practices (ex. Pre-sales, Consulting) to improve growth efficiency and net dollar retention.
Collaborative team player with exceptional relationship and interpersonal skills.
Contributes to a culture of transparency and accountability and has a track record of operating with high integrity and honesty.
Why Join AlayaCare?
Work With Purpose
At AlayaCare, you'll help build technology that empowers care providers and improves outcomes for patients and families. Every line of code and every customer interaction contributes to making care more connected, accessible, and human.
Grow in a High-Trust Culture
We believe in transparency, feedback, and assuming positive intent. Here, you'll feel safe to share your ideas and career goals, and be supported to achieve them through mentorship, career mobility, and a promote-from-within philosophy.
Balance That Works for You
We value flexibility and well-being. From "Wellness Fridays" to volunteer time off, to flexible vacation, we make sure you have the space to recharge, contribute to your community, and live your best life.
Benefits That Matter
Equity in a well-funded, scaling company.
Comprehensive health benefits, telemedicine, and lifestyle spending accounts.
Parental leave top-up and family support programs.
Inclusive by Design
We celebrate diverse perspectives and foster belonging through our DEIB initiatives. Employee-led events, summits, and social activities, both in-person and virt
About the Company
AlayaCare is a provider of revolutionary cloud-based home health care software. With an end-to-end solution spanning clinical documentation, back office functionality, client and family portals, and mobile care worker functionality, we offer a platform for agencies to propel towards innovation and home care of the future. We are driven to enable the care we want our loved ones to receive in the place they call home. A fast-growing team of more than 500 employees, AlayaCare has offices in Canada, USA and Australia. ----------...
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