Customer Success Manager

Decoda Health
Toronto
Workplace: HybridFull timeCAD 60,000 - 90,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Communication","Organization","Problem-solving","Ownership","Detail-oriented"]

As Customer Success Manager, you’ll be the main liaison between clinics and Decoda Health, ensuring every customer request is heard, tracked, and resolved, while blending customer success with product operations. You’ll leverage AI tools to automate tasks, onboard new clinics, translate feedback into engineering tickets, and help shape scalable processes and high-impact features in a fast-growing healthcare SaaS startup.

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FursaFursa
Decoda Health
Decoda Health
6 months ago

Customer Success Manager

✓ Verified Job

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

As Customer Success Manager, you’ll be the main liaison between clinics and Decoda Health, ensuring every customer request is heard, tracked, and resolved, while blending customer success with product operations. You’ll leverage AI tools to automate tasks, onboard new clinics, translate feedback into engineering tickets, and help shape scalable processes and high-impact features in a fast-growing healthcare SaaS startup.
Location: Toronto
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Own customer communication: Serve as the main channel between Decoda and clinics, responding promptly and keeping customers informed.
  • •Leverage AI: Use AI tools to automate repetitive tasks, draft responses, summarize issues, and enhance workflow speed.
  • •Relay bugs and feature requests: Translate feedback into clear tickets for engineering, track progress, and update customers.
  • •Close the loop: Clearly communicate back to customers when bugs are fixed or features ship.
  • •Onboard new clinics: Conduct staff training, manage data migration, and ensure smooth go-lives.

Pay and Benefits

Salary: CAD 60,000 - 90,000 annually

Key Requirements

  • •Exceptional communication: Clear, prompt writing and speaking as the face of the company to customers.
  • •AI-native mindset: Comfortable with tools like ChatGPT, Claude, etc., and always seeking automation opportunities.
  • •Highly organized: Track multiple requests from various clients with strong follow-up.
  • •Technically comfortable: Not an engineer, but able to navigate products, reproduce bugs, and articulate technical issues clearly.
  • •Ownership mentality: Proactively resolve or escalate issues without waiting for direction.
Experience:HealthcareSaaSHealthtech
Skills:CommunicationOrganizationProblem-solvingOwnershipDetail-oriented
Languages:English
Tech Stack:ChatGPTClaudeIntercomZendeskSQL

Eligibility

Visa:US citizen/visa only
Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Decoda Health
Decoda Health provides AI-powered clinical intelligence for behavioral health, analyzing therapy conversations to surface insights, measure outcomes, and support clinicians with actionable feedback to improve care quality and treatment effectiveness.
Industry: HealthTech
Company Size: Small (11 to 50 employees)
Growth: Early Stage Startup
Headquarters: United States
Website