Customer Success Manager

Job description

Customer Success Manager Location: Vancouver, BC – Hybrid Reports to: Manager of Customer Experience Intiveo is growing and we’re looking for a Customer Success Manager to own and scale our retention and expansion program. We have a strong foundation: an established Value Exchange Model (VEM), proven Onboarding integration, and a Customer Experience function that directly contributes to Net Retention (NRR). This role is about elevating the success of our Clinics (Customers), driving deeper feature adoption and advocacy, and building the strategic and operational systems to scale renewals and upsells further. Who Are We Intiveo is a leading cloud-based patient engagement platform used by 15,000 practitioners to communicate with over 18 million patients. Our goal is to continuously improve patient care by understanding communication needs, behaviors, and preferences – resulting in successful treatment outcomes. ✨What You'll Do Own and Run the Value Exchange Model. Act on adoption and activation alerts (e.g., Chat with Patients not enabled, low confirmation rates) and execute the matching playbook. Account reviews. Host structured reviews when triggered by underperformance signals such as low confirmation rates or dormant feature usage. Deliver Customer Satisfaction Reviews calls. Run Customer Satisfaction Review calls that tie measurable results back to the outcomes the clinic wants from Intiveo, and partner with them to deliver against their agreed priorities. Drive expansion. Post-CSR, either book a demo for Forms, Referral Management, Social Reviews, or VOIP, or secure a testimonial or Google review. Deliver Intiveo Advocates. Drive advocates for referrals, testimonials or case studies Renewals. Own the end-to-end renewal motion across your book — from early risk signals through renewal terms close for every account, whether a single clinic, a multi-location operator, or a group. Partner with Onboarding. Work hand-in-hand with Rebecca's Onboarding team — routing existing accounts back into onboarding when the Value Exchange Model triggers a new feature deployment, and receiving new customers off onboarding with a clear path to first value. Own the response to inbound customer leads sourced by Marketing — triaging, qualifying, and converting them into demos, upsells, or renewal conversations across your book. ✨What Good Looks Like in Year One Portfolio GRR of 90% or higher and NRR of 103% or higher Every Clinic has had at least one Value Exchange Model project completed, and completed a Customer Satisfaction Review tied to a measurable business outcome 100% Attainment has been achieved on Expansion and upsells ✨Who You Are Must-haves 3+ years in SaaS Customer Success, ideally carrying a retention or expansion number Experience running adoption playbooks off product usage signals Comfort presenting quantitative business outcomes to clinic owners and office managers Track record of upsell or cross-sell into an existing book Nice-to-haves Background in Dental or Healthcare. Salesforce, Totango, and Zendesk experience Familiarity with PMS systems (Dentrix, Eaglesoft, Open Dental), or patient engagement platforms How We Give Back to Our Employees: Generous vacation time Wellness Fun Stocked office fridge RRSP matching ESOP (employee stock ownership program) Annual retreat Plus, your birthday off! (Who wants to work on their birthday?) And more More About Intiveo We are a fun, collaborative, and hard-working team of innovative minds who genuinely enjoy spending time together. At Intiveo, our values are Stewardship, Collaboration and Continuous Development. We embrace diversity and encourage you to share your voice. We want you to think outside the box, present new ideas, and be willing to fail. We’re one of Canada’s Top 100 Employers! Canada’s Top 100 Employers celebrates companies offering their employees exceptional places to work. Intiveo has been recognized for our holistic approach to the workplace, from how we work every day, to how we gather and celebrate. Want to see more? Check out our Culture Book here !