Responsibilities
- Own and Run the Value Exchange Model.
- Act on adoption and activation alerts (e.g., Chat with Patients not enabled, low confirmation rates) and execute the matching playbook.
- Account reviews. Host structured reviews when triggered by underperformance signals such as low confirmation rates or dormant feature usage.
- Deliver Customer Satisfaction Reviews calls.
- Run Customer Satisfaction Review calls that tie measurable results back to the outcomes the clinic wants from Intiveo, and partner with them to deliver against their agreed priorities.
- Drive expansion. Post-CSR, either book a demo for Forms, Referral Management, Social Reviews, or VOIP, or secure a testimonial or Google review.
- Deliver Intiveo Advocates. Drive advocates for referrals, testimonials or case studies
- Renewals. Own the end-to-end renewal motion across your book — from early risk signals through renewal terms close for every account, whether a single clinic, a multi-location operator, or a group.
- Partner with Onboarding. Work hand-in-hand with Rebecca's Onboarding team — routing existing accounts back into onboarding when the Value Exchange Model triggers a new feature deployment, and receiving new customers off onboarding with a clear path to first value.
- Own the response to inbound customer leads sourced by Marketing — triaging, qualifying, and converting them into demos, upsells, or renewal conversations across your book.
Requirements
- 3+ years in SaaS Customer Success, ideally carrying a retention or expansion number
- Experience running adoption playbooks off product usage signals
- Comfort presenting quantitative business outcomes to clinic owners and office managers
- Track record of upsell or cross-sell into an existing book
Nice to Have
- Background in Dental or Healthcare.
- Salesforce, Totango, and Zendesk experience
- Familiarity with PMS systems (Dentrix, Eaglesoft, Open Dental), or patient engagement platforms
Benefits
- Generous vacation time
- Wellness
- Fun
- Stocked office fridge
- RRSP matching
- ESOP (employee stock ownership program)
- Annual retreat
- Plus, your birthday off! (Who wants to work on their birthday?)
- And more
Work Arrangement
Hybrid
Team
Structure: Part of Customer Experience function; partners with Onboarding team led by Rebecca. Reports to: Manager of Customer Experience
Additional Information
- Reports to: Manager of Customer Experience
- Location: Vancouver, BC – Hybrid
