Overview
Customer Success Manager Jobs in Grimsby, Ontario, Canada at CHeCS Canada
Product: CHeCS (Canadian Healthcare Electronic Compliance System)
Location: Ontario-based, Hybrid. Travel to client sites across Ontario is required (approx. 20–30%).
Employment Type: 6-month contract (20 hours/week), with potential for increased hours or future full‑time employment as our customer base grows.
Compensation: $40 to $50 per hour (minimum 20-hours per week).
This contract role also includes eligibility for a performance‑based bonus, tied to clearly defined customer success outcomes.
About the Role
CHeCS (Canadian Healthcare Electronic Compliance System) is an AI-powered compliance platform purpose-built for Ontario long-term care operators. We help LTC homes manage the complexity of FLTCA, PHIPA, and ministry compliance – replacing spreadsheets, binders, and manual audits with a single platform trusted by operators managing thousands of residents across the province.
We're looking for a Customer Success Manager to own the end-to-end customer experience for CHeCS from first demo through onboarding, adoption, and renewal. You'll work directly with long-term care operators, administrators, DOCs, and frontline staff to make sure CHeCS delivers measurable value in their compliance workflows. This role combines elements of Customer Success, Implementation, and light pre-sales. At our stage, we value versatility and ownership over narrow specialization.
You'll report directly to the co-founders and work closely with our product and engineering team.
This is not a purely strategic or coordination role. You will be directly responsible for execution across demos, onboarding, and ongoing customer engagement.
What You'll Do
Demos and Pre-Sales Support
- Lead product demos for prospective customers
- Coordinate demo scheduling with inbound and outbound leads
- Support leadership with follow-up, objection handling and conversion activities
Onboarding and Training
- Deliver structured onboarding for new customers, including kickoff, configuration, and go-live
- Provide hands-on training (virtual and on-site at LTC homes) for administrators, DOCs, and frontline staff
- Build and refine onboarding playbooks for different customer types
- Drive customers to first value quickly and track time-to-adoption
Customer Support and Engagement
- Monitor and manage the customer support mailbox; respond to queries promptly and clearly
- Define and track customer health signals (usage, engagement, support patterns)
- Maintain clear records of customer interactions, issues, and follow-ups within CRM
- Track issues, escalate product gaps to engineering, and close the loop with customers
- Proactively follow up with customers to surface friction before it becomes churn risk
- Capture recurring pain points and feature requests; feed structured input back to product
Content and Knowledge Management
- Maintain and update user guides, training materials, FAQs, and in-app help content
- Create clear documentation for non-technical users, especially LTC staff and operators
- Continuously improve the knowledge base based on actual customer questions
Retention, Renewals, and Account Growth
- Own renewal conversations and contribute to retention targets and forecasting
- Identify at-risk customers early and run recovery plays
- Spot expansion opportunities (additional homes, additional modules, multi-site rollouts)
- Build trusted relationships with key stakeholders – operators, executive directors, DOCs
Customer Communication
- Send product update and feature announcement newsletters
- Run customer satisfaction surveys (NPS, CSAT) and translate results into action
- Share customer success stories and use cases with internal and external audiences
Events and Light Marketing Support
- Support trade shows and industry events (e.g., AdvantAge Ontario, e-Health) — booth staffing, demos, post-event follow-up
- Contribute to LinkedIn content focused on customer stories, product education, and event presence (this is amplification work, not full social media management)
What Success Looks Like (First 6 months)
- Measurable adoption and engagement gains across our existing customer base
- A reusable onboarding playbook that accelerates go-live timelines
- Strong renewal outcomes and early retention wins
- Established a customer feedback loop that demonstrably influences product roadmap
What We're Looking For
Experience
- 4–8 years in Customer Success, Implementation, or Account Management at a B2B SaaS company (this is the most important requirement)
- Experience with healthcare, long-term care, or another regulated industry is a strong asset
- Experience handling renewals and expansion, not just adoption
Skills
- Strong communication and presentation skills, including running live demos and training
- Ability to explain complex compliance workflows in plain language
- Ability to work with non-technical, time-constrained users and drive adoption
- Highly organized; able to manage multiple customers, priorities, and timelines
- Comfortable with CRM (HubSpot, Salesforce, or similar) and ticketing tools (Zendesk, Intercom, Freshdesk, or similar)
- Comfortable with basic data pulling reports, reading usage analytics, spotting trends
Mindset
- Customer-first, with strong follow-through
- Comfortable in an early-stage environment where playbooks are being written, not handed down
- Hands-on; willing to write the FAQ, run the training, send the follow-up email, all in the same day
Required
- Awareness of PHIPA, PIPEDA, and the sensitivity of operating inside Canadian healthcare environments
- Willingness to undergo a vulnerable sector check and background screening
- Valid driver's licence and ability to travel to client sites across Ontario
Nice to Have
- Background in long-term care operations, healthcare administration, or regulatory/compliance workflows
- Experience creating training content, user documentation, or knowledge base articles
- Bilingual (English/French)
How to Apply
- Submit your application through LinkedIn or email [email protected] with your resume and a short note on why this role interests you.
Title: Customer Success Manager
Company: CHeCS Canada
Location: Grimsby, Ontario, Canada