Customer Success Manager

Decoda Health; Toronto; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

A health technology company based in Toronto is seeking a Customer Success Manager to oversee communications between the firm and clinics. This role involves managing customer inquiries, leveraging AI tools for efficiency, and ensuring smooth onboarding for new clinics. Ideal candidates should excel in communication, have an AI-native mindset, be highly organized, and possess a proactive approach to problem-solving. Competitive compensation ranges from $60K to $90K CAD, and the position is hybrid with some on-site visits required.

Qualifications

• Clear, prompt writing and speaking as the face of the company to customers.
• Comfortable with AI tools like ChatGPT and always seeking automation opportunities.
• Track multiple requests from various clients with strong follow-up.
• Able to navigate products, reproduce bugs, and articulate technical issues clearly.
• Proactively resolve or elevate issues without waiting for direction.

Responsibilities

• Serve as the main channel between the company and clinics, responding promptly.
• Use AI tools to automate tasks, draft responses, and enhance workflows.
• Translate feedback into tickets for engineering, track progress, and update customers.
• Conduct staff training and manage data migration for new clinics.
• Develop templates and playbooks to maximize efficiency.

Skills

Exceptional communication

AI-native mindset

Highly organized

Technically comfortable

Ownership mentality

Tools

Intercom

Zendesk

Linear

Job description

Decoda Health is seeking a Customer Success Manager to own the communication interface between our company and the clinics we serve. As the primary point of contact, you'll ensure every customer request is heard, tracked, and resolved—nothing slips through the cracks.

This role blends customer success with product operations, leveraging AI tools to streamline processes and communicate efficiently.

About Decoda Health

Decoda is the AI-native operating system for elective care clinics, consolidating disconnected tools into one platform for front desk, patient engagement, clinical documentation, billing, and inventory. Backed by Y Combinator with $4.5M raised, our customers see 1.5x appointment growth and 80% reduction in check-in time.

What You'll Do

• Own customer communication: Serve as the main channel between Decoda and clinics. Respond promptly, follow up relentlessly, and keep customers informed.
• Leverage AI: Use AI tools to automate repetitive tasks, draft responses, summarize issues, and enhance workflow speed.
• Relay bugs and feature requests: Translate feedback into clear tickets for engineering, track progress, and update customers.
• Close the loop: Clearly communicate back to customers when bugs are fixed or features ship—so they're never left wondering.
• Light product management: Prioritize incoming requests, recognize trends, and advocate for high-impact features.
• Onboard new clinics: Conduct staff training, manage data migration, and ensure smooth go-lives.
• Build scalable processes: Develop templates, automations, and playbooks to maximize efficiency as we grow.

Requirements

• Exceptional communication: Clear, prompt writing and speaking as the face of the company to customers.
• AI-native mindset: Comfortable with tools like ChatGPT, Claude, etc., and always seeking automation opportunities.
• Highly organized: Track multiple requests from various clients with strong follow-up.
• Technically comfortable: Not an engineer, but able to navigate products, reproduce bugs, and articulate technical issues clearly.
• Ownership mentality: Proactively resolve or elevate issues without waiting for direction.

Bonus Qualifications

• Basic SQL (can pull data to answer questions)
• Experience with CS tools (Intercom, Zendesk, Linear, etc.)
• Experience in healthcare/clinic/medical operations
• SaaS customer success or product operations background
• Early-stage startup experience

Why Decoda?

• Solving real problems: Clinics struggle with disjointed tools—our platform is what they need.
• Ownership: Manage relationships end-to-end, not just tickets.
• Impact: Your input directly shapes our product.
• Team: Small, collaborative, low-ego, and open.
• Support: Funded by Y Combinator, Graphene Ventures, and The Fintech Fund.

Compensation

• $60K–$90K CAD
• Toronto preferred (hybrid); some on-site clinic visits required

Application Form

Required

• Name
• Email
• Resume
• LinkedIn URL
• Anything else you'd like us to know?