Customer Success Manager

Tali; Toronto; Remote; CAD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Customer Success Manager, where your work will directly impact the lives of clinicians and patients. This role emphasizes the importance of designing scalable customer success systems, utilizing AI and automation to enhance user experience. You will lead a talented team, ensuring exceptional service for a diverse customer base while collaborating closely with various departments to drive improvements. If you thrive in a dynamic startup environment and are passionate about making a difference in healthcare, this opportunity is perfect for you.

Benefits

Fully remote work & flexible work hours

Half day Fridays (35-hour work week)

Comprehensive health and wellness benefits

$2000 in annual 'Knowledge Dollars' for professional development

Quarterly socials & company outings

Qualifications

• Experience in customer success management and leading teams.
• Strong analytical skills to monitor customer health and satisfaction.

Responsibilities

• Design and optimize customer success systems leveraging AI and automation.
• Manage and mentor onshore and offshore teams for customer coverage.

Skills

Customer Success Management

Systems Thinking

Data Analysis

AI Tools

Organizational Skills

Leadership

Education

Bachelor's Degree

Experience in Customer Success

Tools

Automation Tools

AI Software

Job description

Join to apply for the Customer Success Manager role at Tali AI.

At Tali, we’re tackling one of healthcare’s most pressing challenges: the administrative burden that overwhelms clinicians and compromises patient care.

Our AI-powered medical scribe is already transforming the industry, serving thousands of clinicians across Canada and the US. By accelerating millions of patient encounters annually, we save each clinician over 10 hours a week—adding up to 27 years of clinicians’ time returned to the healthcare system every year.

Backed by a team with decades of experience from world-class companies like Amazon, Stripe, and Shopify, we’re building a product that solves critical, real-world problems for clinicians today while laying the foundation for a more efficient and patient-centered healthcare system.

Our customers trust our technology to deliver accurate, secure documentation, empowering them to focus on what matters most: exceptional patient care.

Why Join Tali

1. Impact at Scale: Your work will directly impact the Tali employment experience, enabling our team to improve the lives of clinicians and patients, while reshaping the future of healthcare.
2. Technical Excellence: We’re building a world-class product with cutting-edge technology, from full-stack development to ML, infrastructure, and security.
3. Ownership and Growth: As an early-stage startup, every team member has the opportunity to shape our technology, culture, and future.
4. Build with Purpose and Pride: Engineer systems that handle highly sensitive medical data with precision and care, knowing your work directly impacts the trust and safety of clinicians and patients.
5. A Team that Inspires: Collaborate with a talented, driven team that values innovation, humility, and a relentless focus on solving hard problems.

As our Customer Success Manager, you will lead our five-star team ensuring Tali serves a growing user base with excellence — by building systems, processes, and teams to scale customer success efficiently across all of our users and customers.

You are a systems thinker who sees customer success not just as relationship management, but as a scalable operation. You believe that great customer experience is driven by a combination of empathy, smart processes, and effective use of technology — not just human effort. You are energized by the challenge of serving a growing and diverse customer base, from self-serve subscribers to complex clinic clients.

Who You Are

At Tali, we’re building a team of exceptional individuals who are deeply aligned with our mission and passionate about solving hard problems. That said, if you thrive on structure, prefer well-defined tasks, or aren’t comfortable with the pace and ambiguity of an early-stage startup, this might not be the right fit for you.

You may be a good fit if ...

1. A builder — you are excited about designing and improving systems, not just working within them.
2. Technically savvy — comfortable with AI tools, automation, and data to help scale impact.
3. Organized and forward-thinking — able to juggle near-term needs while architecting for long-term growth.
4. Customer-centric — you seek to understand the real needs of different customer segments and tailor solutions accordingly.
5. A collaborator — you work seamlessly with everyone at Tali AI to make sure the customer experience is consistent and scalable.
6. A leader — capable of building, managing, and mentoring both onshore and offshore teams to extend our customer coverage.

What You'll Do

1. Design and optimize customer success systems that leverage AI, automation, and other tools to serve both self-serve subscribers and clinic customers effectively.
2. Develop customer segmentation, tiering, and success strategies that balance high-touch and tech-touch engagement for both self-serve subscribers and clinic customers based on their unique needs and expectations.
3. Use data to monitor customer health, identify friction points, and continuously improve both customer satisfaction and operational efficiency.
4. Build, manage, and continuously improve an offshore Customer Success team to provide extended coverage across time zones.
5. Collaborate closely with Product, Technology, and Operations to ensure that customer insights and needs are reflected in platform and service improvements.
6. Drive scalable renewal and retention processes, enabling growth without linear headcount increases.

More About Tali AI

Perks and Benefits: All full-time employees have access to:

1. Fully remote work & flexible work hours
2. Half day Fridays (35-hour work week)
3. Comprehensive health and wellness benefits from day one
4. Competitive time-off, including company-wide holidays between Dec 25 - Jan 1
5. $2000 in annual "Knowledge Dollars" for professional development
6. Quarterly socials & company outings

Our Core Values:

1. Bold: embracing ambitious goals, making courageous decisions, and taking calculated risks to drive impactful innovation and growth.
2. Resourceful: we're self-directed problem solvers; navigating obstacles, learning and acquiring new skills as needed and making sound judgement calls within scope.
3. Candid: Being honest, transparent, and open in all interactions, fostering a culture of trust and authenticity.
4. Caring: Actively supporting and empathizing with our people - customer, patients, and colleagues to help them thrive and achieve their goals.

We thank all applicants for their interest; only those candidates selected for an interview will be contacted.

Tali is committed to providing a barrier-free recruitment process for all candidates. Should you require accommodations at any point throughout the hiring process, please contact the Human Resources team at [e-mail].

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

Technology, Information and Internet

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