Customer Success Specialist

About AlayaCare

At AlayaCare were more than just a fast-growing SaaS company were a team of people passionate about transforming home healthcare. Our cloud-based platform empowers care providers around the world to deliver better outcomes for their clients.

With 550 employees across Canada the US Australia and Brazil were united by a shared mission and a strong culture of transparency growth and human connection. Whether youre early in your career or a seasoned expert AlayaCare offers the opportunity to grow your impact your skills and your career.

About the role

As a Customer Success Specialist youll guide a portfolio of digitaltouch accounts to measurable product adoption and business value. Youll use tools like ChurnZero and targeted communications to engage users at scale monitor health signals and proactively reduce riskpartnering across Product Adoption and Support to keep customers successful and growing.

What Youll Do

• Own a portfolio of highvolume accounts and drive measurable adoption usage and value through digitaltouch motions and atscale programs.

• Build loyalty by showcasing product value and identifying expansion opportunities through datadriven insights and proactive engagement.

• Design and execute campaigns in ChurnZero and related automation tools to activate users nurture engagement and reduce time to value.

• Track customer health surface risks early and execute retention plays to prevent churn and strengthen renewal likelihood.

• Capture and channel customer feedback and enhancement requests to Product to inform roadmap and improve experience.

• Deliver concise virtual enablementpresentations webinars and trainingto educate users on best practices and new capabilities.

• Collaborate with Marketing Adoption and Support to orchestrate a seamless customer journey and consistent communications.

• Maintain accurate account notes and activities within the Customer Success platform to ensure continuity and insightdriven actions.

What You Bring

• 24 years in Customer Success Account Management or a related role in SaaSwith experience managing scaled highvolume portfolios.

• Proven track record driving adoption satisfaction retention and renewals through lifecycle programs and dataled decisions.

• Comfort operating primarily via digital channels (email webinars inapp) with strong written storytelling and visual communication skills.

• Handson experience with customer engagement platformsideally ChurnZeroand automationled lifecycle campaigns.

• Analytical chops to interpret customer data spot trends and translate insights into targeted actions and growth opportunities.

• Relationship builder with clear empathetic communicationable to earn trust with users and stakeholders at all levels.

• Bias for action: creative problemsolver who balances proactive outreach with thoughtful nurturing to keep customers moving forward.

• Bachelors degree in Health Sciences Social Sciences Business or related field (or equivalent practical experience).

Why Join AlayaCare

Work With Purpose

At AlayaCare youll help build technology that empowers care providers and improves outcomes for patients and families. Every line of code and every customer interaction contributes to making care more connected accessible and human.

Grow in a High-Trust Culture

We believe in transparency feedback and assuming positive intent. Here youll feel safe to share your ideas and career goals and be supported to achieve them through mentorship career mobility and a promote-from-within philosophy.

Balance That Works for You

We value flexibility and well-being. From Wellness Fridays to volunteer time off to flexible vacation we make sure you have the space to recharge contribute to your community and live your best life.

Benefits That Matter

• Equity in a well-funded scaling company.

• Comprehensive health benefits telemedicine and lifestyle spending accounts.

• Parental leave top-up and family support programs.

Inclusive by Design

We celebrate diverse perspectives and foster belonging through our DEIB initiatives. Employee-led events summits and social activities both in-person and virtual create meaningful connections across our global teams.

Location and Work Model

This role is based in the Greater Toronto Area. At AlayaCare our hybrid model includes set in-office collaboration days and it is expected that team members are present in the office on those days to foster connection innovation and teamwork.

Ready to Join Us

Apply today and be part of a company that makes a real difference in the future of home and community care. Not the right role for you Share this posting with someone who might be a great fit.

AlayaCare uses AI tools during our hiring process to support fair consistent and objective decision-making. Some initial screening steps may be automated to help identify qualified candidates. If your application is declined automatically you may request a human review.

Were committed to creating a workplace where everyone belongs. If you require accommodation during the application process please reach out to.