Manager, Customer Success, MYLE Adoption and AI Innovations

MEDFAR; Montreal; Híbrido; CAD 90 000 - 130 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote work options

RRSP matching

Comprehensive group insurance

Paid time off: 3 weeks

Onboarding program

Computer hardware provided

Internal growth opportunities

Wellness and social committee

Resumo da oferta

MEDFAR seeks a senior leader to own adoption and customer success for the MYLE platform and its AI innovations. You will guide clinics through digital transitions, ensure sustainable platform adoption, and partner with Product, Engineering, and Support to maximize value.

You will define metrics, build onboarding playbooks, and drive targeted remediation for at-risk accounts, while leading a team of specialists focused on adoption excellence and customer outcomes.

Qualificações

• 7–10 years in customer success, software adoption, or technology deployment.
• Experience launching and scaling adoption initiatives for tech platforms, EMR preferred.
• Strong data-driven mindset with analytics experience (Tableau/PowerBI).
• Excellent English and French communication skills at executive level.

Responsabilidades

• Define and lead adoption strategy for MYLE platform and AI modules (Scribe AI, AI Document Indexing, AI Virtual Assistant).
• Set success metrics, track adoption, CSAT, retention, and churn with executive reporting.
• Create onboarding playbooks and tools to scale adoption from implementation to rollout of AI features.
• Lead a team of adoption specialists; drive continuous improvement and best practices.

Conhecimentos

Customer success

Adoption management

Team leadership

Data analytics

Healthcare IT

AI adoption

Bilingual EN/FR

Formação académica

Bachelor's degree

Healthcare/IT related degree

Ferramentas

Tableau

Power BI

EMR systems

Descrição da oferta de emprego

MEDFAR Clinical Solutions was founded in 2010 by two aeronautical engineers who realized that healthcare systems were not leveraging technology's full potential. Supported by a vast community of medical experts and focused on clinic success and patient safety, MEDFAR was the first company to certify a cloud-based Electronic Medical Record (EMR) in Canada: MYLE (Make Your Life Easy).

Committed to driving excellence and efficiency in healthcare worldwide, MEDFAR sets itself apart by offering a unique care management solution for clinics that replaces inefficient processes with a faster, safer technological alternative.

MEDFAR Clinical Solutions was founded in 2010 by two aeronautical engineers who realized that healthcare systems were not leveraging technology's full potential. Supported by a vast community of medical experts and focused on clinic success and patient safety, MEDFAR was the first company to certify a cloud-based Electronic Medical Record (EMR) in Canada: MYLE (Make Your Life Easy).

Committed to driving excellence and efficiency in healthcare worldwide, MEDFAR sets itself apart by offering a unique care management solution for clinics that replaces inefficient processes with a faster, safer technological alternative.

Job Description

Your mission begins where technical deployment ends. You are the guardian of the real value generated by MYLE and its AI innovations within clinics: you don't wait for users to give up on or abandon the platform or its tools. Instead, you anticipate disengagement signals through usage data and your deep understanding of clinical workflows, ensuring MEDFAR remains at the heart of healthcare delivery.

You act both as the conductor of a dedicated team and as a strategic partner to clinics, ensuring that our clients' investment in MYLE and its integrated AI innovations results in real, sustainable, and measurable adoption across all users.

Key Responsibilities

Adoption Strategy and Governance – MYLE Platform and AI Innovations

• Global Adoption Strategy: Define and lead the adoption strategy for the entire MYLE platform (core clinical and administrative modules) as well as its AI innovations (Scribe AI, AI Document Indexing, AI Virtual Assistant, and future innovations), including adoption, retention, and satisfaction targets.
• Success Metrics: Establish, track, and report key indicators (adoption rates for MYLE and its AI modules, CSAT/NPS, retention rates, churn rates) to executive leadership.
• Tools and Playbooks: Develop onboarding pathways, playbooks, and tracking tools to enable structured adoption, from initial MYLE integration to the rollout of each new AI solution.
• Proactive Monitoring and "Health Checks": Analyze platform usage data to identify drops in MYLE or AI feature adoption, as well as churn risk signals, before they become critical, and design targeted remediation plans.

Customer Experience Excellence and Retention

• Change Management: Support clinics through their digital transition, whether during the initial MYLE implementation, the introduction of new AI features, or major updates.
• Critical Escalations: Act as the escalation point for complex customer situations related to MYLE or AI tool adoption by mobilizing appropriate internal resources.
• Targeted Remediation Plans: Design targeted interventions (training workshops, coaching, workflow optimization) for accounts showing signs of disengagement with MYLE or its AI modules in order to minimize churn.
• Ambassadors and Retention: Develop engagement programs for power users/champions of MYLE and AI solutions within clinics to foster long‑term platform adhesion.

Voice of the Customer and Platform Evolution

• Strategic Influence: Synthesize field feedback, pain points, and unmet user needs regarding both MYLE core functions and AI modules to influence the global product roadmap.
• Customer Prioritization: Represent the needs of clinical users in feature prioritization decisions, collaborating closely with Product and Engineering teams.
• Cross-Functional Collaboration: Work closely with Product, Marketing, Implementation, and Support teams to deliver a seamless, cohesive customer experience across the entire MYLE journey, without silos.

Team Leadership and Operational Excellence

• Team Management: Recruit, mentor, and grow a team of specialists dedicated to MYLE and AI solution adoption, sharing best practices in account management and product expertise.
• Methodology Optimization: Establish team processes, tools, and methodologies (follow-up automation, playbook enrichment, diagnostic tools).
• Organizational Alignment: Collaborate with other leaders across the organization to align MYLE and AI innovation adoption goals with MEDFAR’s overall customer success strategy.

Working Conditions

• Permanent, full-time position (40 hours per week)
• Hybrid work model
• Travel required to meet clients in person
• The candidate must possess a car and a valid driver's license

Qualifications

• 7 to 10 years of relevant experience in customer success, software adoption management, or technology solution deployment, including team management experience.
• Bachelor’s degree in Business Administration, Information Technology, Project Management, or a healthcare-related field; equivalent experience considered.
• Demonstrated experience in launching and scaling adoption initiatives for tech platforms, ideally Electronic Medical Records (EMR); experience with AI solutions is an asset.
• Deep expertise in MYLE or a comparable EMR and its clinical and administrative workflows; strong understanding of integrated AI modules (Scribe AI, document indexing, virtual assistant) is a major asset.
• Data-driven approach with experience using analytics tools (Tableau, PowerBI, or equivalent) to transform adoption metrics into actionable plans.
• Strong change management skills (Prosci or equivalent certification is an asset) and the ability to influence multidisciplinary teams without direct hierarchical authority.
• Excellent executive-level communication skills and full professional proficiency in French and English (oral and written).

Additional Information

Joining MEDFAR means working in a dynamic environment where trust, innovation, quality, and customer success guide our daily work. At MEDFAR, we promote efficiency and excellence in healthcare by offering the highest-performing Electronic Medical Record (EMR) on the market.

• Remote work options and flexibility
• RRSP matching contribution
• Comprehensive group insurance starting on day one
• Paid time off: 3 weeks
• Onboarding program to familiarize you with our environment and the digital health sector
• Computer hardware provided
• Internal growth opportunities (promotions, internal mobility)
• Support from a wellness and social committee, with initiatives fostering team cohesion, mental health, and employee well-being

Join a dynamic environment where your leadership directly shapes the adoption of the most innovative EMR on the market—MYLE and its AI solutions—and contributes to modernizing healthcare in Canada and internationally.

With offices located around the world, proficiency in French and English is required at MEDFAR. Due to the need to communicate with colleagues and/or clients in other provinces or countries, bilingualism allows us to communicate in both languages while promoting the use of French.

At MEDFAR, we value diversity, equity, and inclusion within our team. We are committed to providing a work environment where every individual feels respected and supported, regardless of their background, identity, or abilities. As part of our commitment to a fair and inclusive recruitment process, we offer accommodation measures to candidates upon request. If you require accommodations during your interview, please let us know so we can provide an adapted experience.

MEDFAR voluntarily participates in an Equal Employment Opportunity Program (EEOP). Applications from women, visible minorities, ethnic minorities, Indigenous peoples, and persons with disabilities are encouraged. When applying, we invite you to complete this section, which allows us to implement our Equal Employment Opportunity Program (EEOP). Self-identification is not mandatory, but it may allow you to benefit from measures during hiring or promotion if you possess the required skills for the job.

To better understand the self-identification process, you can consult this guide.

With offices around the world, fluency in both French and English is a must at MEDFAR. Because of the need to communicate with colleagues and/or customers in other provinces or countries, bilingualism enables us to communicate in both languages while promoting the use of French.

At MEDFAR, we value diversity, equity and inclusion within our team. We are committed to providing a work environment where every individual feels respected and supported, regardless of their background, identity or abilities.As part of our commitment to a fair and inclusive recruitment process, we offer accommodation to candidates who request it. If you need accommodation during your interview, please let us know so we can provide you with an adapted experience.

MEDFAR has voluntarily subscribed to an Equal Employment Opportunity Program (EEOP). We encourage applications from women, visible minorities, ethnic minorities, aboriginal peoples and people with disabilities. When applying, we invite you to complete this section, which enables us to implement our Equal Employment Opportunity Program (EEOP). Self-identification is not compulsory, but may enable you to benefit from hiring or promotion measures if you have the skills required for the job.

To better understand the self-identification process, please consult this guide.