Customer Success Manager

ventureLAB; Markham; Hybrid; CAD 75,000 - 90,000; Full time

Job summary

A wellness technology company is seeking a Customer Success Manager to enhance client relationships and ensure onboarding is seamless. You'll act as the primary contact for clients, driving proactive engagement and monitoring account performance. Ideal candidates will have experience in customer operations and a knack for clear communication. If you're driven to support customer success in a rapidly evolving tech environment, this role offers opportunities for growth and autonomy. Join as we reshape wellness technology!

Benefits

Competitive compensation

Comprehensive health benefits

Flexible work environment

Qualifications

• Experience in customer success or account management.
• Ability to communicate technical concepts effectively.
• Comfortable working with varying levels of organization.

Responsibilities

• Serve as the main point of contact for clients.
• Manage end-to-end onboarding processes.
• Monitor account health and performance metrics.
• Collaborate with Product and Sales teams.

Skills

Relationship Building

Customer Lifecycle Management

Clear Communication

Cross-Functional Collaboration

Proactive Engagement

Job description

Help shape how privacy-first technology keeps people safe, healthy, and independent.

At Pontosense, we transform everyday spaces into intelligent, protective environments-using contactless sensing to understand what’s happening around us without intrusion. Our technology quietly safeguards the moments that matter most, helping people live safely and independently, while giving families and caregivers the confidence that their loved ones are protected.

Behind every lasting customer relationship is trust: built through understanding, insight ,and impact. That’s where you come in. As a Customer Success Manager, you’ll play acritical role in shaping how our customers experience and grow with Pontosense. You’ll act as a strategic partner. Guiding clients from onboarding to long‑term success, identifying opportunities for added value, and ensuring they realize the full potential of our platform.

This role is proactive, dynamic, and deeply collaborative. You’ll help define what success looks like for each client, anticipate needs before they arise, and translate complex technology into clear business outcomes. As Pontosense continues to expand, you’ll have the opportunity to influence our customer strategy, build scalable processes, and grow alongside a company redefining how technology protects people every day.

What You’ll Do

• Serve as the main point of contact for clients focused on safety, wellbeing, and independence, fostering trusted, long‑term relationships.
• Act as a long‑term strategic partner, continuously supporting clients with best practices, optimization opportunities, and tailored success plans.
• Manage end‑to‑end onboarding, from kickoff to activation, ensuring clients experience a smooth rollout and quick time‑to‑value.
• Drive proactive engagement through value‑based communication, ensuring every interaction reinforces the outcomes that matter most to clients.
• Partner with internal teams to identify opportunities for process improvement and contribute to ongoing updates to our customer success playbooks.
• Monitor account health, usage, and performance metrics to identify potential risks and opportunities for growth.
• Collaborate with Product and Sales teams on renewal, cross‑sell, or expansion discussions.
• Advocate for our customers internally, ensuring their needs and insights help shape how we evolve our technology and support experience.

Who You Are

• A natural relationship builder who leads with empathy, integrity, and accountability.
• Experienced in customer success, account management, or client operations: you know what it means to own the full customer lifecycle from onboarding to renewal and beyond.
• Confident working directly with clients across multiple levels of an organization, from day‑to‑day contacts to executive stakeholders.
• Skilled at balancing relationship management with results, you proactively track outcomes, identify risks, and act before issues elevate.
• A clear and thoughtful communicator who can translate technical concepts into meaningful value for clients.
• Comfortable collaborating cross‑functionally with Sales, Product, and Operation steams to ensure seamless customer experiences.
• Exposure to account growth, retention, or cross‑sell initiatives is an asset.
• Thrive in dynamic, fast‑paced environments where initiative, organization, and adaptability make all the difference.
• Experience in AgeTech, healthcare, or wellbeing technology is an asset.

Why Join Pontosense

• Be part of a mission‑driven company reshaping the future of wellness technology.
• Work with a global team of innovators passionate about improving lives through intelligent sensing.
• Play a key role in defining customer experience and strengthening our partnerships worldwide.
• Competitive compensation and performance‑based growth opportunities.
• Comprehensive health and wellness benefits.
• Flexible, hybrid work environment that values autonomy.

Our Commitment

At Pontosense, we are committed to creating a workplace that is inclusive and accessible to all. We value diversity and believe that everyone deserves an equal opportunity to succeed.

If you have a disability or special need that requires accommodation during the hiring process, please let us know. We will work with you to make the necessary accommodations to ensure a fair and positive experience for all applicants.

We strive to provide accessible communication and technology for our employees and customers and always look for ways to improve. If you have any feedback or suggestions on how we can improve accessibility in our workplace, please don't hesitate to contact us.

We are proud to be an equal opportunity employer and welcome candidates from all backgrounds to apply for open positions at our company.

3600 Steeles Ave. E
Room E171, Markham,
ON, L3R 9Z7