Enterprise Customer Success Manager

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

Reporting to the Director of Customer Success Management (Canada) the Enterprise Customer Success Manager is responsible for setting and managing the strategic plan for large and enterprise customers. You will drive the client journey to ensure customers realize return on investment from their implementation of AlayaCare Cloud. As a subject matter expert in the markets you support you will lead executive relationships guide customers through adoption and expansion and act as a key voice of the customer within AlayaCare.

Your primary focus will be to enhance retention deepen adoption and foster growth across a portfolio that includes some of AlayaCares most valued enterprise clients. As a strategic leader you will be the main executive touchpoint delivering Quarterly Business Reviews and ongoing recommendations to optimize the customer close partnership with Implementation and other cross-functional teams you will help ensure the health and satisfaction of stakeholders across complex enterprise organizations.

What youll do

• Define the client journey for enterprise customers setting clear expectations for key milestones and ROI established during the sales cycle.

• Build trusted advisor relationships with senior and executive stakeholders developing influential partnerships that help customers achieve their strategic objectives.

• Own and manage a healthy portfolio of large and enterprise accounts driving strong Net Promoter Scores and best-in-class net dollar retention.

• Provide proactive stakeholder updates during implementation and beyond advocating for customer needs and helping to mitigate risks before they become escalations.

• Respond quickly and effectively to escalated customer issues coordinating internal teams to drive fast durable resolutions.

• Deliver polished Quarterly Business Reviews that highlight outcomes uncover new use cases and align customers on best practices and product roadmap opportunities.

• Monitor and maintain customer health scores using data and indicators to prioritize outreach interventions and expansion plays.

• Identify and pursue account growth opportunities including upsell and cross-sell motions in partnership with Sales and other go-to-market teams.

• Reduce churn by strengthening relationships driving adoption of key features and ensuring customers continue to see value over time.

• Influence customer lifetime value by optimizing product adoption customer satisfaction and overall health across your portfolio.

What you bring to the team

• Bachelors degree in Business Economics Commerce Finance or a related field or equivalent combination of education and experience.

• 5 years of experience in a customer success or account management position in a B2B environment.

• Experience working in SaaS or with post-acute healthcare software solutions.

• Proven track record managing and nurturing executive-level relationships including handling escalations with senior stakeholders.

• Ability to anticipate customer needs innovate and thrive in a fast-paced evolving environment.

• Strong written verbal and presentation skills with the ability to craft compelling data-informed narratives for executive audiences.

• Experience developing market-specific strategies and plans based on industry best practices (for example pre-sales or consulting) to improve growth efficiency and net dollar retention.

• Highly collaborative team player with strong relationship-building and interpersonal skills.

• Commitment to a culture of transparency accountability integrity and high ethical standards.

Location and work model

This role is based in Toronto Ontario. At AlayaCare our hybrid model includes set in-office collaboration days (twice per week) and it is expected that team members are present in the office on those days to foster connection innovation and teamwork where applicable based on location.

Why join AlayaCare

Work with purpose
At AlayaCare youll help build technology that empowers care providers and improves outcomes for patients and families. Every customer conversation every recommendation and every strategic plan you shape 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.

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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

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