Senior Customer Success Partner - AIOA

Qventus, Inc; Old Toronto; On-site; CAD 80,000 - 120,000; Full time

Job summary

An innovative firm is seeking a Senior Client Success Partner to lead strategic client relationships and ensure exceptional outcomes in healthcare. In this pivotal role, you will manage complex client operations, facilitate communication between teams, and drive value creation through tailored strategies. Your expertise in client success, project management, and stakeholder engagement will empower healthcare operations to thrive. Join a mission-driven team dedicated to transforming patient care through advanced technology and collaborative solutions, making a meaningful impact on the lives of patients and healthcare providers alike.

Qualifications

• 7+ years in client success or account management, focusing on operational strategy.
• Strong project management and communication skills are essential.

Responsibilities

• Manage client relationships and ensure success throughout the client journey.
• Collaborate with cross-functional teams to deliver exceptional results.

Skills

Client Success Management

Project Management

Stakeholder Engagement

Change Management

Communication Skills

Analytical Skills

Technical Support

Education

Bachelor's Degree

Tools

Presentation Software

Project Management Tools

Job description

On this journey for over 12 years, Qventus is leading the transformation of healthcare. We enable hospitals to focus on what matters most: patient care. Our innovative solutions harness the power of machine learning, generative AI, and behavioral science to deliver exceptional outcomes and empower care teams to anticipate and resolve issues before they arise.

Our success in rapid scale across the globe is backed by some of the world's leading investors. At Qventus, you will have the opportunity to work with an exceptional, mission-driven team across the globe, and the ability to directly impact the lives of patients. We’re inspired to work with healthcare leaders on our founding vision and unlock world-class medicine through world-class operations.

About the role:

As a Senior Client Success Partner, you will be a strategic advisor and advocate for Qventus customers, responsible for managing client relationships and ensuring success throughout the client journey. You will collaborate with cross-functional teams to deliver exceptional results, manage escalations, align operations, and develop tailored strategies to drive measurable outcomes for clients.

Key Responsibilities:

• Executive Relationship Management & Governance: Develop and maintain trusted advisor relationships with C-suite executives and key stakeholders. Facilitate and lead steering committees (SteerCos) to align on strategic goals and review progress.
• Operational Excellence: Manage day-to-day client operations, including project planning, meeting coordination, readiness assessments, and ensuring alignment of go-live schedules to optimize resources and avoid bottlenecks.
• Client Strategy & Change Management: Craft and execute client-specific strategies, messaging, and change management plans that deliver measurable ROI and foster long-term partnerships.
• Escalation & Issue Resolution: Act as the primary escalation point for client concerns, ensuring swift resolution and effective communication.
• Cross-Functional Collaboration: Work closely with R&D, Delivery, PMs, and other teams to align on client readiness, sprint prioritization, and seamless handoffs between departments. Establish and refine processes to improve collaboration and standardization across teams.
• Technical & Configuration Support: Partner with internal experts to configure Qventus solutions for clients, support go-live events, and deliver tailored training sessions.
• Value Creation & ROI Validation: Define, measure, and validate value-creation initiatives, working with clients to establish ROI inputs and outcomes. Deliver polished presentations and documentation to demonstrate the impact of Qventus solutions.
• Standardization & Scalability: Help define the transition process from customized implementations to standardized client support models, ensuring efficiency and consistency in delivery.
• Internal & External Communications: Serve as a communication bridge between internal teams and external stakeholders, including AIOA (AI Operational Assistant) stakeholders and sales teams. Support sales enablement through demos, collateral creation, and meetings.

What We’re Looking For:

• 7+ years of experience in client success, account management, or consulting, with a focus on operational strategy, change management, and stakeholder engagement.
• Proven ability to manage complex client relationships, navigate organizational structures, and drive measurable results in a healthcare or SaaS environment.
• Strong project management skills, with experience creating and maintaining project plans, coordinating meetings, and managing cross-functional readiness for go-lives.
• Exceptional communication and relationship-building skills, with the ability to craft polished, professional presentations and messaging.
• Analytical mindset with a focus on value creation, ROI validation, and process improvement.
• Experience working with technical teams, including R&D, implementation specialists, and project managers, to align priorities and deliver solutions.
• Passion for improving healthcare operations and patient outcomes through innovative technology.

It’s a Plus if You Have…

• Experience with healthcare operations workflows and change management processes.
• Familiarity with AI-driven or machine-learning-powered solutions.
• Background in consulting, advisory services, or sales enablement for healthcare organizations.

We believe that diversity, equity, inclusion, and belonging are fundamental to improving healthcare and society, and that’s why we’re building a company that leads the way. We hold ourselves accountable to using fair hiring processes that mitigate the negative impacts of unconscious bias. We also work to ensure that people from underrepresented groups play meaningful roles on both sides of the interview table. We are an equal opportunity employer and give all qualified applicants consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.