Customer Success Manager, HealthTech

WELL Health Technologies Corp. (TSX: WELL); Toronto; Hybrid; CAD 65,000 - 85,000; Full time

Job summary

A leading healthcare technology company in Canada is seeking a Customer Success Manager for their innovative Nexus AI platform. In this full-time, hybrid role, you'll engage with healthcare providers to drive product adoption, ensuring a seamless experience while impacting healthcare outcomes positively.

Benefits

Hands-on coaching from industry leaders

Exposure to the Canadian healthcare system

Mentorship opportunities

Dedicated to a diverse and inclusive workplace

Qualifications

• Experience in a client-facing success, support, or onboarding role within a SaaS or healthcare environment.
• Ability to lead one-on-one walkthroughs with physicians via video or phone.
• Strong communication skills and a customer-first approach.

Responsibilities

• Drive adoption of Nexus AI by supporting physician integration into daily workflows.
• Educate and onboard clients through training sessions and one-on-one calls.
• Advocate for clients by providing insights to internal teams to shape product roadmaps.

Skills

Customer service

Communication

Problem-solving

Job description

Who we are

WELL is an innovative technology-enabled healthcare company whose overarching objective is to positively impact health outcomes by leveraging technology to empower and support healthcare practitioners and their patients.

WELL's practitioner enablement platform includes comprehensive end-to-end practice management tools, including virtual care and digital patient engagement capabilities, Electronic Medical Records (EMR), data protection services, and Revenue Cycle Management (RCM) through our DoctorCare solution.

WELL owns and operates Canada's largest network of outpatient medical clinics serving primary and specialized healthcare services and is the provider of a leading multi-national, multi-disciplinary telehealth offering.

The opportunity

WELLSTAR Technologies is a subsidiary of WELL Health Technologies, Canada’s leading digital healthcare company. Focused on innovation, WELLSTAR powers digital health transformation across the WELL portfolio through cutting-edge software solutions. WELLSTAR’S newest offering, Nexus AI is a proudly Canadian-made and hosted AI platform, powered by proprietary, best-in-class models developed by physicians and AI researchers from the University of Toronto and WELL’s subsidiary, HEALWELL AI. As a next-generation platform, Nexus AI delivers ambient scribe capabilities through a reimagined user experience. It is designed to serve as the central hub for expanding AI-driven and agentic capabilities, including disease detection, medical coding, billing automation, and other forms of clinical decision support.

To support the successful adoption of our new product, we are looking for a Customer Success Manager (CSM) to join our team, reporting to the Senior Director, Customer Operations at WELLSTAR. In this role, you will engage with our growing customer base to drive adoption, deliver exceptional support and guidance, and ensure a seamless and positive experience with our platform. You will be accountable for overseeing the day-to-day Tier 1 and 2 customer support and success work. As this product evolves and grows, so will your role in shaping the growth and reach of Nexus AI to our customer base.

This is a full-time, hybrid position working in our Toronto office, with occasional travel to client offices as needed.

Who you are

You want to make an impact in supporting healthcare providers in Canada. You are comfortable speaking with physicians and working alongside them in person or virtually to understand their existing pre and post patient visit processes. You love bringing technology to help people save time and optimize outcomes and equally important, you are an exceptional relationship builder. You want to support doctors’ offices by providing a solution and service that enables physicians to focus on responsive patient care.

What’s in it for you

Impact and opportunity. Focused on our Canada-wide client base, you will work directly with physicians to demonstrate how our solution can save them time, reduce administrative burden, and improve financial outcomes. Dedicated to this service line, you will become a subject matter expert and a trusted resource for a growing roster of clients.

Influence. You will join us at an exciting time—during the early launch phase of a transformative product. In addition to supporting clients, you will act as a product tester and advocate, providing invaluable user insights to help shape the future of our platform. Nexus AI is part of Canada Health Infoway’s AI Scribe Program, a national initiative offering one-year funded licenses to up to 10,000 eligible primary care clinicians. This initiative is driving rapid adoption, and your role will be critical in helping us maintain and build on this momentum.

Career development. You will receive hands-on coaching and mentorship from industry leaders while gaining exposure to the inner workings of the Canadian healthcare system. This is an ideal starting point to grow your career at Nexus AI, with ample opportunity to expand your expertise and take on new challenges in a dynamic, fast-evolving environment.

You will:

• Exceed expectations. You will leverage your exceptional customer service and communication skills to build strong relationships with physicians and clinic teams. You will respond to inbound inquiries through our customer support channels, ensuring timely, empathetic, and solution-oriented responses that reinforce trust in our platform.
• Drive adoption of Nexus AI. You will become a trusted advisor to physicians, supporting their integration of Nexus AI into daily workflows. For escalations beyond Tier 1, you will lead real-time walkthroughs via video or phone, troubleshoot technical and workflow challenges, and provide hands-on support to ensure a confident and seamless transition.
• Educate and onboard. You will lead training sessions, one-on-one onboarding calls, and optimization check-ins. You will collaborate closely with the Sales team to ensure a smooth handoff from signed agreement to active, engaged user. Your expertise will help clients unlock the full potential of Nexus AI, including features that streamline documentation and improve efficiency.
• Advocate and optimize. You will serve as the voice of the customer internally, sharing insights with the Product and Engineering teams to shape roadmap priorities. You will contribute to continuous service improvement by identifying pain points, proposing new resources or workflows, and helping us refine how we deliver support.

Here’s what you bring:

• The experience. You have experience in a client-facing success, support, or onboarding role—ideally within a SaaS or healthcare environment. Exposure to AI platforms, clinical workflows, or physician training is a strong asset.
• Ability to educate and empower. You are confident leading one-on-one walkthroughs with physicians via video or phone, clearly explaining tools, features, and best practices in a calm and supportive way.
• Problem-solving mindset. You can think on your feet and troubleshoot effectively in real-time. You are comfortable using CRM and ticketing systems to manage support issues and customer journeys.
• Customer-first approach. You build trust quickly and know how to make clients at any level feel heard and supported. Whether working independently or as part of a team, you go the extra mile to ensure customer satisfaction.
• Strong communication skills. You ask thoughtful questions to uncover root causes and communicate solutions with clarity. You adapt your language to your audience and can translate technical concepts into accessible language for non-technical users.
• Growth mindset. You are curious, open to feedback, and committed to continuous improvement. You take initiative to learn independently and adapt quickly to change or setbacks.
• Humility and integrity. You lead with empathy, remove ego from the equation, and seek the best solutions through collaboration and honest reflection. You hold yourself to high standards and are always looking for ways to improve.

Why join us?

Healthcare is our sector, and we know that for WELL to be a winning team, we must provide an open environment to prioritize health and wellbeing and multiple resources to discuss mental, physical, and psychological needs openly. From the CEO to the newest hire, everyone comes together as part of our culture of respect, openness, support, and communication. We unite to empower each other to be the best we can be.

We recognize that the best way to serve our diverse patient communities is by reflecting that diversity. With almost 65% of our team members identifying as female and 70% of our leadership identifying as a visible minority, we are proud of our diverse, equitable and inclusive organization.

What you can expect from our interview process:

• A virtual interview with a Talent Advisor discussing your interest in the role and the company and how you will make an impact as our new Customer Success Manager.
• An in-person interview with the Hiring Manager and another team member to learn about our solutions and growth strategy. This conversation will provide deeper insights into the day-to-day responsibilities, and opportunities for career development and growth.
• An at-home case study to be completed and shared before your next interview. This is a chance to showcase your thought leadership and relationship-building expertise.
• A final interview with the VP Growth Operations. You will be able to learn about the organizational impact of the role and ask questions about the company and the role.

Apply now.

Interested in applying but worried you don't have it all? At WELL, we know not everyone gains their experience following a traditional path. If you share our values, want to make a difference in healthcare technology solutions, and meet 70% of the qualifications, we encourage you to apply. Express your interest here.

WELL is committed to supporting a diverse, inclusive, and accessible workplace. We welcome and celebrate the diversity of applicants and team members across ability, race, gender identity, sexual orientation, and perspective. We strive to create an inclusive workplace where differences are celebrated and fuel our success – this is the WELL Way! Accommodations are available on request for candidates taking part in all aspects of the selection process.