Customer Success Manager

Job Description

Overview:

Are you a Customer Success Manager with SaaS experience? Do you have a proven track record of driving customer adoption, reducing churn, and increasing revenue?

If you thrive in a fast-paced environment, love optimizing customer experiences, and know how to scale SaaS onboarding and retention strategies, we want to talk to you.

We’re looking for a scrappy leader with a proven ability to manage teams, train users on software implementation, and set clear customer expectations. You excel at introducing new software and processes and ensuring customers quickly see value.

At CallHero, you will play a pivotal role in driving customer satisfaction and retention by helping clinics streamline their front desk operations using our AI-powered Patient Communication Software.

About Us:

CallHero is a high-growth SaaS company that helps physiotherapy, chiropractic, massage, and dental clinics improve their front desk operations and patient communication with our AI-powered software.

We work alongside our sister company, Clinic Accelerator, to help clinic owners start, scale, and sell their businesses through staff training, business coaching, and back-office support.

Our CEO, Rick Lau, is a leading business consultant for clinic owners and a lecturer at the Schulich School of Business. We’re on a mission to build the best clinics and leaders in the world—and we want you to be part of it.

https://www.instagram.com/thericklau/

If you’re looking for a new challenge every day, an opportunity to change the healthcare industry, a chance to make a dent in the world, and a career where you’ll have a kick-ass time, keep reading

Key Responsibilities:

• Onboard customers faster: Reduce onboarding time by guiding new users through software setup, ensuring quick adoption and a seamless experience.
• Drive retention and reduce churn: Proactively engage customers to maximize product value, monitor customer health, and troubleshoot adoption challenges.
• Increase product usage and engagement: Analyze usage data, provide insights, and develop strategies to help customers fully leverage the platform.
• Identify upsell and expansion opportunities: Recognize customer needs and recommend additional solutions to help them scale, driving expansion revenue.
• Refine customer success strategies: Work cross-functionally with sales, product, and support to continuously improve the customer journey, onboarding experience, and engagement tactics.
• Lead and manage remote teams: Oversee Customer Success Specialists and Virtual Assistants, ensuring high-quality onboarding, training, and support.

Required Skills and Experience:

• 5+ years of SaaS Customer Success experience: Strong background in B2B SaaS customer onboarding, retention, and account management, preferably in healthcare or clinic-related industries.
• Proven success in reducing churn and driving retention: Experience implementing customer success strategies that increase net revenue retention (NRR).
• Experience managing customer onboarding: Ability to optimize time-to-value (TTV) and improve customer activation and adoption metrics.
• Strong analytical and data-driven decision-making skills: Comfort using customer health scoring models, engagement data, and analytics to optimize retention efforts.
• Sales and upselling experience: Ability to identify and close expansion revenue opportunities, increasing customer lifetime value (LTV).
• Excellent communication and stakeholder management: Confident in presenting to and influencing business owners, operators, and teams.
• Experience leading remote teams: Ability to manage and scale Customer Success Specialists or support teams effectively.

Our Remote Team and Culture:

We’re a fast-moving, entrepreneurial team that thrives on open communication, innovation, and teamwork. At CallHero, we believe in working smart, moving fast, and constantly improving—without the corporate red tape.

Even though we’re 100% remote, we’ve built a tight-knit culture where everyone’s voice is heard. We challenge the status quo, learn from our mistakes, and celebrate our wins together. Every 180 days, we bring the team together for business retreats, because remote doesn’t mean disconnected.

The best part? You have the freedom to live and work on your terms while making a real impact on the healthcare industry.

If you’re looking for a place where you can grow fast, contribute big, and have fun while doing it, you’ll love it here.

Perks and Benefits:

• 100% Remote Work: Work from anywhere and design your ideal work-life balance.
• Growth Opportunities: Join a fast-growing company where you'll learn more in three months than most do in years.
• Wellness Days: Extra paid time off so you can recharge when needed.
• Health Spending Account: Covers dental, medical, and massages to keep you at your best.
• Annual Bucket List Benefit: Get an extra paid day off and cash to check off something epic from your bucket list.
• Team Retreats: Every 180 days, we bring the team together for in-person business retreats to learn, collaborate, and connect.

If you’re excited about helping physiotherapy, chiropractic, massage, and dental clinics transform their front desk operations and grow their business, we’d love to hear from you!

Apply Now and include your answer to this question in your cover letter:

Tell me about a time you had to help a customer succeed with little to no resources or support. What was the challenge, and how did you make it work?

Job Type: Full-time

Pay: $60,000.00-$80,000.00 per year

Benefits:

• Company events
• Extended health care
• Paid time off
• Work from home

Flexible language requirement:

• French not required

Schedule:

• Monday to Friday
• Weekends as needed

Experience:

• SaaS: 5 years (required)

Work Location: Remote

Expected start date: 2025-04-01

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