Customer Success Program Manager (Bilingual)

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

We are looking for a Customer Success Program Manager (Bilingual) to join our Customer Success organization reporting to the Director Scaled Customer this role you will design execute and lead cross-functional programs that help our customers realize measurable value from AlayaCare at scale. You will focus on identifying customers with similar needs grouping them into portfolios and building repeatable scalable programs that drive adoption engagement and customer outcomes.

You will own the full feedback loop from insight collection through to program design implementation enablement and measurement and you will be accountable for the planning and delivery of key programs and events that deliver consistent value across our customer base.

What Youll Do

• Own a portfolio of customer groups with similar profiles and design launch and manage recurring programs (such as group events and education) that drive consistency awareness and measurable success.
• Define and build the Program Management function for Scaled Customer Success in partnership with the Director Scaled Customer Success.
• Lead strategic cross-functional initiatives that span Product Customer Success Support Education and Enablement Marketing and Operations from planning through execution and delivery.
• Deepen your understanding of AlayaCares products customer segments and value drivers and apply this knowledge to design programs that drive adoption engagement and measurable outcomes.
• Plan coordinate and track program delivery clearly communicating timelines risks trade-offs and dependencies to stakeholders.
• Lead structured program ceremonies and establish a clear communication cadence (internal and external) ensuring documentation is up to date and supports consistent execution and continuous improvement including customer program business reviews aligned to key performance indicators and our Customer Maturity Model.
• Translate qualitative and quantitative inputs (such as NPS CSAT and product usage data) into clear program charters and roadmaps with defined scope objectives success metrics stakeholders milestones and dependencies.
• Monitor program performance against defined KPIs (for example adoption satisfaction operational efficiency and customer maturity) adjust plans based on results and communicate program-level outcomes to stakeholders.
• Create and maintain program collateral and tooling including playbooks templates communication plans and reporting dashboards that support scalable repeatable execution.

What You Bring to the Team

• 68 years of experience in a similar role such as project management or customer success management in a B2B SaaS environment.
• Fluency in French and English with strong written and verbal communication skills in both languages.
• Experience working in SaaS or with post-acute care software solutions and an interest in the home and community care space.
• A university degree (for example in business commerce or a related field) and proven experience managing and nurturing executive-level customer relationships including executive escalations.
• Strong organizational skills and the ability to collaborate effectively across functions and levels of seniority.
• Ability to anticipate needs innovate and thrive in a fast-paced evolving environment.
• Excellent written oral and presentation skills with a demonstrated ability to shape compelling narratives that are grounded in data.
• Ability to interpret qualitative and quantitative data into actionable insights and to use those insights to inform program design and iteration.
• Demonstrated ability to structure plan and manage programs and projects end to end mapping and improving cross-functional processes defining repeatable workflows and building scalable mechanisms that support a growing customer base and internal teams.

AI at Work

At AlayaCare AI is a core part of how we work. Success in this role requires bringing a working knowledge of AI having used AI tools in practice and being able to demonstrate how AI has helped improve the quality efficiency or impact of your work. We look for people who can adapt to new tools and ways of working and use AI responsibly in line with our privacy and security standards. Well support you with the tools training and coaching needed to succeed in an AIenabled environment.

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.

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 every project 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.

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. If this role is not the right fit for you consider sharing it with someone in your network who might be a great match.

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