Client Support Manager

VITALL; Canada; On-site; CAD 80,000 - 100,000; Full time

Job summary

A digital health platform provider in Canada seeks an experienced Client Support Manager to lead their support and implementation team. This role entails building scalable processes, ensuring exceptional client service, and mentoring team members in a fast-paced healthcare technology environment. Candidates should have over 5 years of relevant experience and a proven leadership track record. The position offers a competitive salary and ample opportunities for professional development.

Qualifications

• 5+ years of experience in client success, support, or implementation roles within healthcare technology.
• 2+ years in a leadership capacity, managing support programs and teams.
• Experience establishing processes, workflows, and documentation.

Responsibilities

• Build and maintain scalable support and implementation processes.
• Establish performance metrics to measure team effectiveness.
• Recruit, train, and mentor the support and implementation team.

Skills

Leadership

Data-driven approach

Excellent communication

Process establishment

Problem-solving

Team development

Education

5+ years in client success/support

2+ years in a leadership role

Tools

Salesforce

HubSpot

Job description

VITALL is looking to expand its dedicated client support and implementation team with an experienced and strategic Client Support Manager. This is an outstanding opportunity for you to become a core contributor to the health technology industry, play a meaningful role in the lives of patients, and advance the foundation of world‑class client support operations from the ground up.

The Client Support Manager is responsible for leading and continuously improving our client support and implementation programs. This role owns the end‑to‑end client experience strategy, manages the support and implementation team, and ensures clients receive exceptional service throughout their journey with VITALL. As a foundational leader, you will contribute to the processes, workflows, and documentation that enable the team to deliver consistent, high‑quality experiences while scaling with our growth.

We are seeking a strategic operator who combines operational excellence with strong leadership abilities. You will develop and maintain scalable support and implementation processes in a clinical environment, create documentation and workflows, establish service level agreements, and define the metrics that measure success. You'll lead and mentor the support and implementation team, fostering a collaborative team culture while serving as the voice of the client within VITALL.

You're a natural leader who builds trust easily and empowers others to succeed. You have a track record of creating something from the ground up—establishing processes where none existed and scaling teams effectively. You're equally comfortable rolling up your sleeves to handle client escalations as you are thinking strategically about program improvements. You're data-driven but never lose sight of the human element, and you understand that exceptional client support in healthcare requires both operational rigor and genuine empathy. You thrive in a startup environment where you can make a direct impact and aren't afraid to iterate and improve as you learn.

Responsibilities

• Build and maintain scalable support and implementation processes, including workflows, documentation, playbooks, and best practices that enable consistent client experiences
• Establish quality standards, and performance metrics to measure team effectiveness and client satisfaction that align with our service level agreements
• Recruit, train, and mentor the support and implementation team, conducting regular one‑on‑ones and performance reviews
• Create a collaborative team culture and ensure team members have the resources, training, and knowledge needed to succeed in their roles
• Develop and maintain comprehensive documentation including standard operating procedures, knowledge base articles, client‑facing resources, and internal training materials
• Analyze support trends, client feedback, and implementation data to identify opportunities for product improvements, process enhancements, and proactive support initiatives
• Serve as the voice of the client internally, collaborating with product, development, and leadership teams to drive continuous improvement and advocate for client needs
• Handle escalations and complex client issues, stepping in to resolve critical situations and ensure appropriate attention and resolution
• Maintain relationships with key accounts and oversee smooth transitions between implementation and ongoing support phases
• Develop onboarding and training programs for new team members to ensure consistent knowledge transfer and ramp‑up
• Create and monitor KPIs including client satisfaction scores, response times, resolution rates, implementation timelines, and adoption metrics
• Establish feedback loops to continuously improve the onboarding and support experience based on client input and team insights
• Manage team capacity planning and workload distribution to ensure efficient operations as client volume grows
• Build cross‑functional relationships with sales, product, and technical teams to ensure seamless client experiences
• Stay current on healthcare technology trends, compliance requirements, and industry best practices to inform program development
• Maintain strict confidentiality of records, client information, and company information
• Ensure ongoing compliance with quality and industry regulatory requirements
• Participate in regular privacy and security training
• Adherence to company policies, following all privacy and security protocols
• Other job‑related duties may be assigned as required

Qualifications

Required:

• 5+ years of experience in client success, support, or implementation roles within healthcare technology or SaaS companies
• 2+ years in a leadership or management capacity, with demonstrated experience building or scaling support programs and teams
• Proven track record of establishing processes, workflows, and documentation
• Strong understanding of healthcare workflows, clinical environments, and healthcare compliance requirements
• Experience developing training programs and enabling team members to succeed
• Excellent leadership and coaching abilities with a focus on team development and empowerment
• Outstanding communication skills and ability to interface effectively with clients, team members, and executives
• Data‑driven approach to problem‑solving with experience establishing and tracking KPIs
• Experience with support tools, CRM systems (such as Salesforce or HubSpot), and ticketing platforms
• Ability to balance strategic thinking with hands‑on execution in a fast‑paced environment
• Strong project management skills and ability to manage multiple priorities simultaneously
• Demonstrated ability to work independently and make sound decisions with minimal oversight
• Exceptional organizational skills and meticulous attention to detail

Preferred:

• Clinical background (RN, RPN, or related healthcare experience) or extensive work in clinical settings
• Experience with healthcare software implementations or EHR/EMR systems
• Familiarity with cardiology workflows or cardiovascular care delivery
• Project management experience
• Experience in startup or high‑growth environments
• Knowledge of healthcare compliance standards
• Bilingual language skills (French)
• Experience with remote team management and distributed workforce coordination
• Background in process improvement methodologies (Lean, Six Sigma, Agile)
• Previous experience building customer success or support functions from early stages

What sets you apart

• Builder mentality with proven ability to create structure, processes, and programs from scratch
• Strategic thinker who can see the big picture while managing day‑to‑day operations
• Natural coach and mentor who develops talent and builds high‑performing teams
• Analytical mindset with strong instincts for identifying patterns and driving data‑informed decisions
• Resilient and adaptable, thriving in ambiguity and startup environments
• Exceptional written and verbal communication skills with ability to influence across all levels
• Genuine passion for client success and improving patient care outcomes
• Previous startup experience is a strong asset
• Trustworthy, organized, and committed to excellence

Success in This Role Looks Like

• High client satisfaction and retention rates across all implementation and support phases
• A well‑trained, engaged team that consistently meets or exceeds performance targets
• Clear, documented processes and playbooks that enable efficient onboarding and support at scale
• Proactive identification and resolution of systemic issues before they impact multiple clients
• Strong cross‑functional relationships that effectively advocate for client needs
• Smooth handoffs between implementation and ongoing support with minimal client friction
• Measurable improvements in key metrics such as time‑to‑value, implementation timelines, and support resolution times
• Team members who feel supported, empowered, and clear on their role in client success

About VITALL

VITALL is a digital health platform that connects patients, caregivers, and practitioners with meaningful health information. Through integrated applications and services, VITALL enables remote care management, provides health journey insights, and consolidates medical records and real‑time health data in one place — improving care when and where it matters.