Client Experience Specialist

Cliniconex; Ottawa; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A healthcare technology company in Ottawa is seeking a Client Experience Specialist. This role requires ensuring customer success post-onboarding and driving user adoption of tools for healthcare teams. Responsibilities include monitoring usage, conducting business reviews, and identifying at-risk accounts. Ideal candidates will have 2-4 years of experience in Customer Success or Account Management within SaaS. Flexible work model and generous PTO are part of the perks offered.

Benefits

30 Days of Paid Time Off

Flexible Hybrid Work Model

Health & Wellness Budget

Internet Budget

Collaborative Culture

Growth & Development

Day-One Benefits & Flexibility

Qualifications

• 2-4 years of experience in Customer Success or Account Management, specifically within SaaS.
• Comfortable using dashboards to prioritize tasks based on usage data.
• Ability to explain complex concepts simply to busy healthcare professionals.

Responsibilities

• Own the Post-Onboarding Handoff and ensure customer success.
• Monitor usage data and proactively provide training and tips.
• Conduct regular business reviews with key clients to show ROI.
• Identify at-risk accounts and intervene to keep them on track.
• Collaborate with Account Management for upselling and renewals.

Skills

Customer Success

Account Management

Data Analysis

Education Skills

Organizational Skills

Tools

Salesforce

Gainsight

ChurnZero

HubSpot

Job description

Join Our Team at Cliniconex (Internal Posting Only)

Position: Client Experience Specialist

Location: Kanata (Hybrid)

Reporting to: Director, Customer Operations

Meet Cliniconex

At Cliniconex, our focus is our customers, our community, and our culture. As a small company, we understand the importance of having a team that connects effectively. Whether it’s day‑to‑day operations or an emergency, teams need to be on the same page, and that’s why we make healthcare communication and collaboration solutions that are as easy as 1, 2, 3. Easy to implement, easy to use, and easy to scale.

Our solution reaches audiences via voice, text or email, strengthens teams with a record of all conversations, and unites a family‑centered community through timely, transparent outreach.? More time to care.

What You'll Be Doing:

As a Client Experience Specialist at Cliniconex, you'll play a vital role in ensuring our customers don't just “go live,” but actually thrive. You will be the bridge between the initial onboarding excitement and long‑term loyalty. Your work will contribute directly to our mission by solving the “adoption gap” — ensuring healthcare teams integrate our tools into their daily habits so they can focus on patient care.

Your Responsibilities:

• Own the Post‑Onboarding Handoff: you will take the baton from our Implementation Specialists the moment a customer goes “live.” You will conduct the “Introduction to Success” call to shift the relationship from technical setup to strategic usage.
• Drive User Adoption & Habits: you won't wait for the phone to ring. You will monitor usage data to identify customers who aren't using the platform to its full potential and proactively reach out with training, tips, and workflow advice.
• Conduct Business Reviews: unlike the annual contract review, you will meet with key clients to review their metrics, celebrate wins, and prove the ROI of our solution before the renewal conversation ever begins.
• Serve as an Early Warning System: you will be the first line of defense against churn. By identifying “at‑risk” accounts (low usage, silence, or champion turnover) early, you will intervene to get them back on track.
• Partner with Account Management: while you focus on health and adoption, you will identify opportunities for expansion and seamlessly loop in the Account Manager to handle commercial upsells and contract renewals.

What We're Looking For:

• Has 2‑4 years of experience in Customer Success or Account Management, specifically within SaaS.
• Understand the “Why,” not just the “How”: you don't just teach people which buttons to click; you teach them how to improve their workday using our tools.
• Is Data‑Driven: you are comfortable looking at usage dashboards to prioritize your day. You know that a drop in login activity is a call to action.
• Is a Natural Educator: you have patience and empathy. You can explain complex concepts simply to busy healthcare professionals.
• Possesses strong organizational skills, and takes a proactive approach to manage a portfolio of mid‑stage customers without letting anyone fall through the cracks.

Bonus Points for:

• Experience in the Healthcare or MedTech industry.
• Experience with Customer Success platforms (e.g., Gainsight, ChurnZero) or CRMs (e.g., Salesforce, HubSpot).

Perks of Joining Our Team:

• Make a Real Impact: join a mission‑driven team that's transforming patient care across North America. Your work will directly contribute to better health outcomes and meaningful change.
• Flexible Hybrid Work Model: we believe in balance. Enjoy the best of both worlds with a mix of remote work and in‑office collaboration.
• 30 Days of Paid Time Off: work hard, rest well. We offer a generous PTO policy to support your work‑life balance -- right from the start.
• Health & Wellness Budget: invest in your well‑being with an annual budget to support your physical, mental or emotional health.
• Internet Budget: we provide a budget for home internet expenses so you can stay connected and productive while working from home.
• Collaborative Culture: be part of a supportive, dynamic team where every voice is heard, and innovation thrives.
• Growth & Development: we're committed to your success and encourage you to learn and grow your skills.
• Day‑One Benefits & Flexibility: enjoy comprehensive benefits on your first day!

Equal Opportunity and Accommodations:

Cliniconex is an equal opportunity employer. We encourage applications from individuals of all backgrounds, races, genders, abilities, and identities.

Accommodations will be provided at all stages of the selection process. Please contact [e-mail] for any accommodation requirements.