Customer Success Manager

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 hr@solviax.com with your resume and a short note on why this role interests you.