Responsibilities
- Lead and manage a portfolio of strategic enterprise healthcare accounts, ensuring customer satisfaction and success across the lifecycle.
- Develop and execute tailored success plans, fostering strong relationships with stakeholders at all levels of the account.
- Participate in strategic planning, deployment phases, and go-live milestones to ensure high engagement and smooth onboarding.
- Proactively address customer concerns, troubleshoot issues, and coordinate with cross-functional teams to resolve challenges.
- Drive retention and expansion strategies in collaboration with Sales and Customer Experience leadership.
- Help shape the direction and evolution of Canopy’s Customer Success function by contributing to strategic planning and process development.
- Identify scalable practices for onboarding, adoption, retention, and expansion.
- Recommend improvements to systems, tools, and workflows that enhance team performance and customer impact.
- Partner with Sales, Marketing, Product, Technical Account Services, and Hardware Operations teams to drive customer outcomes and strategic initiatives.
- Act as the voice of the customer within Canopy, surfacing feedback to inform product and process development.
Requirements
- 8+ years of experience in Customer Success, with a proven track record in managing complex enterprise accounts.
- Strong understanding of customer lifecycle management, renewals, and expansion strategies.
- Experience managing multi-phase projects across healthcare or SaaS environments.
- Excellent communication and stakeholder engagement skills.
- Strong problem-solving and proactive execution abilities.
- Ability to think strategically and contribute to functional growth.
- Experience with CRM tools (Salesforce, HubSpot, etc.).
- Growth mindset and adaptability to startup environments.
Nice to Have
- Experience in healthcare technology, safety/security, or RTLS systems.
- Familiarity with change management principles for driving adoption.
Work Arrangement
Hybrid
Team
Structure: Customer Experience team
Additional Information
- Remote with up to 50% travel
