Customer Success Specialist

AlayaCare; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A healthcare technology firm in Toronto is seeking a Customer Success Specialist to manage accounts and enhance product adoption. This role involves driving user engagement through digital channels and utilizing tools like ChurnZero. The ideal candidate will have 2–4 years in customer success within a SaaS environment and demonstrate strong analytical and communication skills. Join a company committed to making healthcare more accessible and improving patient outcomes through innovation.

Benefits

Equity in the company

Comprehensive health benefits

Parental leave top-up and family support programs

Qualifications

• 2–4 years in Customer Success or Account Management in SaaS.
• Proven track record in driving customer satisfaction and retention.
• Experience with customer engagement platforms and digital channels.

Responsibilities

• Manage high-volume accounts to drive product adoption.
• Execute campaigns in ChurnZero to nurture engagement.
• Analyze customer data to identify opportunities and mitigate risk.

Skills

Customer Success

Account Management

Data Analysis

Communication skills

Problem-solving

Education

Bachelor's degree in Health Sciences, Social Sciences, Business, or related field

Tools

ChurnZero

Job description

About AlayaCare

At AlayaCare, we’re more than just a fast-growing SaaS company, we’re a team of people passionate about transforming home healthcare. Our cloud-based platform empowers care providers around the world to deliver better outcomes for their clients.

With 550+ employees across Canada, the US, Australia, and Brazil, we’re united by a shared mission and a strong culture of transparency, growth, and human connection. Whether you're early in your career or a seasoned expert, AlayaCare offers the opportunity to grow your impact, your skills, and your career.

About the role

As a Customer Success Specialist, you’ll guide a portfolio of digital‑touch accounts to measurable product adoption and business value. You’ll use tools like ChurnZero and targeted communications to engage users at scale, monitor health signals, and proactively reduce risk—partnering across Product, Adoption, and Support to keep customers successful and growing.

What You’ll Do

• Own a portfolio of high‑volume accounts and drive measurable adoption, usage, and value through digital‑touch motions and at‑scale programs.
• Build loyalty by showcasing product value and identifying expansion opportunities through data‑driven insights and proactive engagement.
• Design and execute campaigns in ChurnZero and related automation tools to activate users, nurture engagement, and reduce time to value.
• Track customer health, surface risks early, and execute retention plays to prevent churn and strengthen renewal likelihood.
• Capture and channel customer feedback and enhancement requests to Product to inform roadmap and improve experience.
• Deliver concise virtual enablement—presentations, webinars, and training—to educate users on best practices and new capabilities.
• Collaborate with Marketing, Adoption, and Support to orchestrate a seamless customer journey and consistent communications.
• Maintain accurate account notes and activities within the Customer Success platform to ensure continuity and insight‑driven actions.

What You Bring

• 2–4 years in Customer Success, Account Management, or a related role in SaaS—with experience managing scaled, high‑volume portfolios.
• Proven track record driving adoption, satisfaction, retention, and renewals through lifecycle programs and data‑led decisions.
• Comfort operating primarily via digital channels (email, webinars, in‑app) with strong written storytelling and visual communication skills.
• Hands‑on experience with customer engagement platforms—ideally ChurnZero—and automation‑led lifecycle campaigns.
• Analytical chops to interpret customer data, spot trends, and translate insights into targeted actions and growth opportunities.
• Relationship builder with clear, empathetic communication—able to earn trust with users and stakeholders at all levels.
• Bias for action: creative problem‑solver who balances proactive outreach with thoughtful nurturing to keep customers moving forward.
• Bachelor’s degree in Health Sciences, Social Sciences, Business, or related field (or equivalent practical experience).

Why Join AlayaCare?

Work With Purpose

At AlayaCare, you’ll help build technology that empowers care providers and improves outcomes for patients and families. Every line of code and every customer interaction contributes to making care more connected, accessible, and human.

Grow in a High-Trust Culture

We believe in transparency, feedback, and assuming positive intent. Here, you’ll feel safe to share your ideas and career goals, and be supported to achieve them through mentorship, career mobility, and a promote-from-within philosophy.

Balance That Works for You

We value flexibility and well-being. From “Wellness Fridays” to volunteer time off, to flexible vacation, we make sure you have the space to recharge, contribute to your community, and live your best life.

Benefits That Matter

• Equity in a well‑funded, scaling company.
• Comprehensive health benefits, telemedicine, and lifestyle spending accounts.
• Parental leave top‑up and family support programs.

Inclusive by Design

We celebrate diverse perspectives and foster belonging through our DEIB initiatives. Employee‑led events, summits, and social activities, both in‑person and virtual, create meaningful connections across our global teams.

Location and Work Model

This role is based in the Greater Toronto Area. At AlayaCare, our hybrid model includes set in‑office collaboration days, and it is expected that team members are present in the office on those days to foster connection, innovation, and teamwork.

Ready to Join Us?

Apply today and be part of a company that makes a real difference in the future of home and community care. Not the right role for you? Share this posting with someone who might be a great fit.

AlayaCare uses AI tools during our hiring process to support fair, consistent, and objective decision‑making. Some initial screening steps may be automated to help identify qualified candidates. If your application is declined automatically, you may request a human review.

We’re committed to creating a workplace where everyone belongs. If you require accommodation during the application process, please reach out to [e-mail].