Strategic Customer Success Manager — Regulated Data

Medchart; Toronto; Hybrid; CAD 70,000 - 85,000; Full time

Job summary

Marble, based in Toronto with remote options in Canada or Nevada, is seeking an account manager to own and grow a named B2B book. You will renew, review, and escalate requests, coordinating with Operations and data teams as needed to keep requests moving.

Success requires hands-on problem solving, experience handling PHIPA/PIPEDA/HIPAA data, and clear communication with sophisticated customers. Remote and cross-border work is supported.

Qualifications

• You have owned a named B2B customer book with renewal accountability.
• You troubleshoot hands-on and can open a support ticket or data export.
• You have handled sensitive personal or health information under a formal privacy regime (PHIPA/PIPEDA/HIPAA).
• You write clearly to sophisticated customers, including when the news is not good.

Responsibilities

• Keep every customer. Own retention across your book, so that any account we lose is lost for a reason outside our control.
• Take full ownership of the book within six weeks, handling communications, escalations, and reviews without shadowing.
• Keep requests moving and diagnose stalled accounts, involving Operations or data teams only when needed.
• Run business reviews on time with clear outcomes and next actions.
• Maintain accurate account data and plan for accounts that go quiet.
• Deliver an account-by-account handover if your book changes or you move to another product.

Skills

Account ownership

Troubleshooting

Privacy compliance

Clear communication

HubSpot

Tools

HubSpot

Job description

Marble, based in Toronto with remote options in Canada or Nevada, is seeking an account manager to own and grow a named B2B book. You will renew, review, and escalate requests, coordinating with Operations and data teams as needed to keep requests moving.

Success requires hands-on problem solving, experience handling PHIPA/PIPEDA/HIPAA data, and clear communication with sophisticated customers. Remote and cross-border work is supported.