Customer Success Manager

Pontosense; Toronto; Hybrid; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Direct access to leadership

Hybrid work in Toronto or Waterloo

Health, dental and vision benefits

Impactful work improving family safety

Job summary

Pontosense is hiring a Customer Success Manager to own the front end of the customer journey for home care agencies in a hybrid role based in Toronto or Waterloo. From signed deal to live deployment, you onboard, manage billing and shipping, and guide the first months to demonstrate value.

You’ll partner with Supply Chain, Finance and Support so agencies never have to chase anyone, reporting to the Head of Customer Success.

Responsibilities

• Onboard: set up and train new home care agencies, get them live on time.
• Billing: ensure invoices are set up correctly and questions are answered proactively.
• Shipping coordination: track orders, deliveries and returns with Supply Chain.
• First months: monitor adoption and demonstrate value to agencies.

Job description

Customer Success Manager

Toronto or Waterloo, hybrid | Full-time | Reports to the Head of Customer Success

You get home care agencies from signed to live, and make sure their first months with us go well.

The company

We went from a lab in Waterloo to 24 countries in five years. Our sensors detect falls and track sleep, health and wellness, with no cameras, wearables or pendants. Families get peace of mind. Older adults keep their independence. Our CTO, Dr. Yihong Qi, holds 680 patents, and the next few hundred get built here.

Why now

We are scaling. One of the largest deals in our history is in delivery, and more home care agencies are coming on board every month. The team is doubling over the next year and a half. Every new agency needs someone who makes the start easy.

The role

You own the front end of the customer journey for our home care agencies and partners. From the moment a deal is signed, you are their person: onboarding, billing, shipping and the first months of use. You work with Supply Chain, Finance and Support so the agency never has to chase anyone. You report to the Head of Customer Success.

What you'll own

• Onboarding. Every new agency gets set up, trained and live on time, with their first sensors in homes
• Billing. Accounts set up correctly, invoices out on time, questions answered before they become problems
• Shipping coordination. Orders, deliveries and returns tracked with Supply Chain so agencies get what they need when they need it
• The first months. Early adoption, check-ins and quick answers, so agencies see value fast
• Feedback. What agencies tell you goes back to product, support and sales

What year one looks like

• New agencies go live faster, and the process is documented
• Billing runs cleanly, with fewer discrepancies and faster resolution
• Agencies rate their onboarding highly and say so
• The team knows what agencies struggle with in month one, and some of it is fixed

How we work

• Build it right, then make it better. People's safety rides on what we ship, so we test hard and never settle for good enough.
• Say it as it is. Kind and direct, at every level, including the CEO.
• Real exposure. You'll see how every part of a company works, and learn faster than anywhere else.
• Do what you said. Trust is built on follow-through, and we return it with real ownership.
• Hard, and worth it. What we build keeps someone's parent safe at home. Rest well, it's part of the job.

This is for you if

• You would rather own a problem than be assigned a task
• The mission matters to you and the pace feels real, not stressful
• You are the person who just fixes it

This isn't for you if

• You want a playbook. You'll help write ours
• You need a big team around you to get things done

What you get

• A sensor for your parents, on us
• Direct access to the leadership team. No layers.
• Fair pay. Impact decides your pay and your path, not tenure
• Hybrid in Toronto or Waterloo, remote if that's where you do your best work
• Health, dental and vision benefits

The details

• $60,000 to $80,000 CAD base salary
• This is a new role, created to grow the team, not a backfill
• How we hire: typically an initial interview, a short case, and a final interview in person with our CEO and members of the team. We may adjust this depending on the role
• We leverage AI tools in our hiring process, but prioritize human input and manual review

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.