Strategic Healthcare CS Manager: Drive Pilots & Renewals

Heidi; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

Heidi is seeking a strategic Customer Success Manager to manage a mid-market healthcare portfolio, owning 20-30 accounts with 30-250 users each. You will design success plans, leverage data analytics to drive adoption, and guide clients through change while identifying expansion opportunities and ensuring renewals.

You will run pilots, lead implementations, and drive measurable outcomes across your book of business.

Qualifications

• 3-5 years in a customer success or account management role at a B2B SaaS company.
• Ability to build relationships with senior stakeholders (clinical leaders, operations managers).
• Strong analytical skills using data platforms to drive insights.
• Track record of meeting renewal and expansion targets in multi-stakeholder environments.
• Experience leading pilots or rollouts with multiple stakeholder groups.
• Excellent written and verbal communication.

Responsibilities

• Develop and deliver strategic success plans aligned with customer objectives.
• Manage and grow a mid-market healthcare portfolio (20-30 accounts).
• Execute data-informed adoption strategies and run pilots/rails for deployments.
• Conduct QBRs and value reviews to quantify outcomes and mitigate risks.
• Collaborate with Sales to co-develop expansion plans and secure renewals.
• Provide portfolio-level insights to inform product and GTM strategy.
• Lead change management activities during product updates and workflow changes.

Skills

Customer relationship management

Data analytics

Stakeholder management

Renewals & expansions

Pilots & implementations

Tools

HubSpot

Omni

Job description

Heidi is seeking a strategic Customer Success Manager to manage a mid-market healthcare portfolio, owning 20-30 accounts with 30-250 users each. You will design success plans, leverage data analytics to drive adoption, and guide clients through change while identifying expansion opportunities and ensuring renewals.

You will run pilots, lead implementations, and drive measurable outcomes across your book of business.