Customer Success Manager

At Tali were tackling one of healthcares most pressing challenges: the administrative burden that overwhelms clinicians and compromises patient care. Our AIpowered medical scribe is already transforming the industry serving thousands of clinicians across Canada and the US. By accelerating millions of patient encounters annually we save each clinician over 10 hours a weekadding up to 27 years of clinicians time returned to the healthcare system every year.

Backed by a team with decades of experience from worldclass companies like Amazon Stripe and Shopify were building a product that solves critical realworld problems for clinicians today while laying the foundation for a more efficient and patientcentered healthcare system. Our customers trust our technology to deliver accurate secure documentation empowering them to focus on what matters most: exceptional patient care.

As our Customer Success Manager you will lead our five star team ensuring Tali serves a growing user base with excellence by building systems processes and teams to scale customer success efficiently across all of our users and customers. You are a systems thinker who sees customer success not just as relationship management but as a scalable operation. You believe that great customer experience is driven by a combination of empathy smart processes and effective use of technology not just human effort. You are energized by the challenge of serving a growing and diverse customer base from selfserve subscribers to complex clinic clients.

Who You Are

• A builder you are excited about designing and improving systems not just working within them.
• Technically savvy comfortable with AI tools automation and data to help scale impact.
• Organized and forwardthinking able to juggle nearterm needs while architecting for longterm growth.
• Customercentric you seek to understand the real needs of different customer segments and tailor solutions accordingly.
• A collaborator you work seamlessly with everyone at Tali AI to make sure the customer experience is consistent and scalable.
• A leader capable of building managing and mentoring both onshore and offshore teams to extend our customer coverage.

What Youll Do

• Design and optimize customer success systems that leverage AI automation and other tools to serve both selfserve subscribers and clinic customers effectively.
• Develop customer segmentation tiering and success strategies that balance hightouch and techtouch engagement for both selfserve subscribers and clinic customers based on their unique needs and expectations.
• Use data to monitor customer health identify friction points and continuously improve both customer satisfaction and operational efficiency.
• Build manage and continuously improve an offshore Customer Success team to provide extended coverage across time zones.
• Collaborate closely with Product Technology and Operations to ensure that customer insights and needs are reflected in platform and service improvements.
• Drive scalable renewal and retention processes enabling growth without linear headcount increases.

More About Tali AI

Perks and Benefits:

All fulltime employees have access to:

• Fully remote work & flexible work hours
• Half day Fridays 35hour work week)
• Comprehensive health and wellness benefits from day one
• Competitive timeoff including companywide holidays between Dec 25 Jan 1
• $2000 in annual Knowledge Dollars for professional development
• Quarterly socials & company outings

Our Core Values:

• Bold: embracing ambitious goals making courageous decisions and taking calculated risks to drive impactful innovation and growth
• Resourceful: were selfdirected problem solvers; navigating obstacles learning and acquiring new skills as needed and making sound judgement calls within scope. Consistently delivering on commitments while maintaining a high standard of quality and dependability in all aspects of our work
• Candid: Being honest transparent and open in all interactions fostering a culture of trust and authenticity
• Caring: Actively supporting and empathizing with our people customer patients and colleagues to help them thrive and achieve their goals

We thank all applicants for their interest; only those candidates selected for an interview will be contacted. Tali is committed to providing a barrierfree recruitment process for all candidates. Should you require accommodations at any point throughout the hiring process please contact the Human Resources team at