[Hiring] Customer Success Manager @PocketHealth

Role Description

What if you could personally impact the future of healthcare? As part of the PocketHealth team, you will enable hospitals and clinics across North America — and more importantly, empower over 2 million patients — to discover a better healthcare experience.

PocketHealth is a patient-centric platform that enables hospitals and clinics across North America to share imaging records digitally with patients, instantly and securely. Through our platform, we enable patients to be active and engaged participants in their own care, and take control of their care journey. In addition to image sharing, which is the heart of the PocketHealth platform, we’ve grown our core functionality to enable sharing between hospitals and physicians, as well as instant image retrieval and automated importing capability. PocketHealth is a unified image management solution for over 800 hospitals and clinics across North America.

We are looking for a creative, motivated and deeply curious individual to help build our dynamic Customer Success team. Our dream Customer Success Manager loves a dynamic mix of relationship management, thinking strategically about how to increase awareness of PocketHealth programs within your accounts, and obsessing about delivering the best possible experience for our hospital partners & their patients.

• Customer Success Managers are key members of our post-sales team.
• Responsible for leading customer onboarding and developing strategic relationships with existing customers (large health systems, community hospitals & outpatient imaging operators).
• Goal of growing their book of business quarter-over-quarter.
• Supported by a dedicated Marketing function who will work closely to achieve account growth goals.
• This is a full-time, work-from-home position with requirements for local travel to customer sites (0-2 days a week on average).
• Travel is primarily centred around the Southern Ontario region, but travel throughout Canada and the US may be required.
• You must be legally eligible to work in Canada and able to travel to the US for this role.

Qualifications

• Existing experience as a CSM or similar where expansion & growth has been a key focus.
• A university degree is required, ideally in a health-related field (e.g., BSc, Nursing, Medical Radiation Technology).
• Familiarity with healthcare environments and terminology (e.g., PACS) is a strong asset.
• High level of emotional and business intelligence for relationship building.
• Valid driver’s license, passport, and access to a reliable vehicle for travel.
• Strong organizational skills to manage a book of 30+ accounts.
• Ownership of the growth in your book of business.

Requirements

• Ability to break down tasks and deliver from start to finish with excellence.
• Drive, ownership, and delivering value are part of your DNA.
• Track record of building relationships internally and externally.
• Comfortable demoing and training stakeholders on new & existing functionality.
• Creativity and innovation to think of solutions in out-of-the-box ways.

Benefits

• Salary range: $70,000 - $90,000 annually.
• Eligible for a discretionary bonus and equity in the form of stock options.
• Comprehensive health and benefits package.
• Four weeks of paid time off.
• Unlimited paid wellness days.
• Extended mental health coverage.
• 16 weeks of parental leave top-up.

Outcomes

• Own, manage and grow a dedicated book of business.
• Uncover and develop opportunities for cross-selling and up-selling.
• Become an expert on PocketHealth marketing programs.
• Own the provider onboarding experience post-sale.
• Hold periodic business reviews, site visits, and training for customers.
• Build strong relationships with key stakeholders across accounts.
• Present tailored demos & training of PocketHealth to staff at all levels.
• Accountable for meeting quarterly KPIs related to revenue growth metrics.
• Work cross-functionally with Product, Marketing, Onboarding, and Support.