Enterprise Customer Success Manager at AlayaCare

Toronto, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

21 Jul, 26

Salary

120000.0

Posted On

22 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer success, Account management, SaaS, Strategic planning, Relationship management, Executive communication, Data analysis, Retention, Upselling, Cross-selling, Project management, Stakeholder management, Problem solving, Presentation skills, Healthcare software

Industry

Software Development

Description

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 Director of Customer Success Management (Canada), the Enterprise Customer Success Manager is responsible for setting and managing the strategic plan for large and enterprise customers. You will drive the client journey to ensure customers realize return on investment from their implementation of AlayaCare Cloud. As a subject matter expert in the markets you support, you will lead executive relationships, guide customers through adoption and expansion, and act as a key voice of the customer within AlayaCare. Your primary focus will be to enhance retention, deepen adoption, and foster growth across a portfolio that includes some of AlayaCare’s most valued enterprise clients. As a strategic leader, you will be the main executive touchpoint, delivering Quarterly Business Reviews and ongoing recommendations to optimize the customer lifecycle. In close partnership with Implementation and other cross-functional teams, you will help ensure the health and satisfaction of stakeholders across complex enterprise organizations. What you’ll do Define the client journey for enterprise customers, setting clear expectations for key milestones and ROI established during the sales cycle. Build trusted advisor relationships with senior and executive stakeholders, developing influential partnerships that help customers achieve their strategic objectives. Own and manage a healthy portfolio of large and enterprise accounts, driving strong Net Promoter Scores and best-in-class net dollar retention. Provide proactive stakeholder updates during implementation and beyond, advocating for customer needs and helping to mitigate risks before they become escalations. Respond quickly and effectively to escalated customer issues, coordinating internal teams to drive fast, durable resolutions. Deliver polished Quarterly Business Reviews that highlight outcomes, uncover new use cases, and align customers on best practices and product roadmap opportunities. Monitor and maintain customer health scores, using data and indicators to prioritize outreach, interventions, and expansion plays. Identify and pursue account growth opportunities, including upsell and cross-sell motions, in partnership with Sales and other go-to-market teams. Reduce churn by strengthening relationships, driving adoption of key features, and ensuring customers continue to see value over time. Influence customer lifetime value by optimizing product adoption, customer satisfaction, and overall health across your portfolio. What you bring to the team Bachelor’s degree in Business, Economics, Commerce, Finance, or a related field, or equivalent combination of education and experience. 5+ years of experience in a customer success or account management position in a B2B environment. Experience working in SaaS or with post-acute healthcare software solutions. Proven track record managing and nurturing executive-level relationships, including handling escalations with senior stakeholders. Ability to anticipate customer needs, innovate, and thrive in a fast-paced, evolving environment. Strong written, verbal, and presentation skills, with the ability to craft compelling, data-informed narratives for executive audiences. Experience developing market-specific strategies and plans based on industry best practices (for example, pre-sales or consulting) to improve growth efficiency and net dollar retention. Highly collaborative team player with strong relationship-building and interpersonal skills. Commitment to a culture of transparency, accountability, integrity, and high ethical standards. Location and work model This role is based in Toronto, Ontario. At AlayaCare, our hybrid model includes set in-office collaboration days (twice per week), and it is expected that team members are present in the office on those days to foster connection, innovation, and teamwork, where applicable based on location. 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 customer conversation, every recommendation, and every strategic plan you shape 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 virtual, create meaningful connections across our global teams. Ready to join us? Apply today and be part of a company that makes a real difference in the future of home and community care. Not the right role for you? Share this posting with someone who might be a great fit. AlayaCare uses AI tools during our hiring process to support fair, consistent, and objective decision-making. Some initial screening steps may be automated to help identify qualified candidates. If your application is declined automatically, you may request a human review. We’re committed to creating a workplace where everyone belongs. If you require accommodation during the application process, please reach out to careers@alayacare.com At AlayaCare, we consider a range of factors when determining compensation, including skills, qualifications, experience, and market data. These factors may cause compensation to vary. The expected hiring range is what we reasonably anticipate offering for this position at the time of posting. AlayaCare offers a comprehensive benefits program, which may include medical, dental, wellness, life insurance, equity participation, paid parental leave top up, and paid time off. This expected hiring range applies only to candidates hired to perform work in Ontario. This role represents an existing vacancy at AlayaCare. AlayaCare uses artificial intelligence enabled tools to support certain aspects of the recruitment process. All hiring decisions are made by our hiring teams. Expected Hiring Range $100,000—$120,000 CAD

Responsibilities

The Enterprise Customer Success Manager will manage strategic plans for large clients to ensure ROI and drive product adoption. They will act as a trusted advisor to executive stakeholders while monitoring account health and identifying growth opportunities.