Scaled Digital Customer Success Leader

petalmd; Montreal (administrative region); Hybrid; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Recurring hybrid work allowance

Vacation 4–6 weeks per year

5 paid personal days per year

RRSP / DPSP with employer contribution

Group insurance from day 1

Annual wellness allowance

Lumino Health access

Flexible work hours

Job summary

Petal is a Canadian healthcare technology company transforming how healthcare organizations and physicians manage their work. We are building a new, scalable one-to-many Customer Success motion for a pooled portfolio of customers.

The Digital / Scaled Customer Success Manager will define segmentation, signals, and journeys to drive adoption, engagement, retention, value realization, and expansion at scale, determining when to move customers to assigned CS coverage.

Qualifications

• 5+ years of experience in Customer Success or related field.
• Direct experience building or evolving a digital, pooled, or one-to-many CS motion is required.
• Experience managing outcomes across a broad portfolio without relying on 1:1 relationships.
• Experience designing and executing digital CS programs and segmentation strategies.
• Strong analytical and cross-functional collaboration skills.

Responsibilities

• Build a one-to-many / digital CS motion for a pooled portfolio.
• Design lifecycle journeys, engagement programs, and triggers.
• Identify signals to guide automated engagement and human intervention.
• Define when pooled customers transition to assigned CS coverage.
• Work with Product, Sales, Support, Marketing to measure program effectiveness.

Skills

Customer success

Digital / scaled CS

SaaS

Data driven

Tools

CRM

Automation

Job description

Petal is a Canadian healthcare technology company transforming how healthcare organizations and physicians manage their work. We are building a new, scalable one-to-many Customer Success motion for a pooled portfolio of customers.

The Digital / Scaled Customer Success Manager will define segmentation, signals, and journeys to drive adoption, engagement, retention, value realization, and expansion at scale, determining when to move customers to assigned CS coverage.