ABOUT ALAYACARE
At AlayaCare, we’re more than just a fast-growing SaaS company, we’re 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, we’re united
by a shared mission and a strong culture of transparency, growth, and human
connection. Whether you're 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 Senior Director, Customer Experience the Enterprise Customer
Success Manager is responsible for setting and managing the strategic plan for
Large and Enterprise customers. They will be accountable to driving the client
journey to ensure clients achieve ROI on their implementation of the AlayaCare
Cloud software. The Enterprise Customer Success Manager is a subject matter
expert on the market they operate in. Your main responsibility will be to
enhance retention, adoption and foster the growth of your portfolio, which
comprises AlayaCare’s most valued customers.
As a strategic lead in the organization, they will be the key executive
touchpoint, providing Quarterly Business Reviews and ongoing recommendations to
optimize the customer lifecycle. As the key touchpoint for Enterprise
organizations, the Enterprise Customer Success Manager will focus on
relationship management at the corporate level, while also working with the
implementation Project Manager to ensure the health and satisfaction of all
customer stakeholders.
WHAT YOU'LL DO:
- Define the client journey by setting expectations for key milestones and ROI
set in the sales cycle.
- Establish trusted advisor relationships with customer Executive team,
developing an ‘influencer’ relationship, while working with internal teams to
deliver a best-in-class customer experience.
- Maintain and actively manage a healthy client portfolio, building toward
best-in-class Net Promoter Score and Net Dollar Retention outcomes.
- Provide Stakeholder updates to maintain engagement during Implementation to
proactively advocate for customer concerns and mitigate identified risks.
- Address any escalated customer issues with speed and urgency, coordinating
internal stakeholders.
- Deliver polished Quarterly Business Review presentations to clients that
uncover new business uses, adoption of best practices and product roadmap
updates.
- Monitor and maintain customer health scoring, proactively engaging with
accounts based on health indicators.
- Help drive new business and reduce churn and building referenceable clients.
- Drive account growth outcomes through identifying expansion plays - upsell
opportunities
- Influence customer lifetime value through optimizing product adoption,
customer satisfaction and overall health.
WHAT YOU BRING TO THE TEAM:
- 5+ years in a customer-facing role in an enterprise-level customer success or
account manager role in B2B environment.
- Fluent in both French and English, with strong verbal and written
communication skills in both languages.
- 3+ years of SaaS experience or experience working with post-acute software
solutions.
- Proven experience managing and nurturing executive relationships with
customers, including management of executive-level escalations.
- Ability to anticipate needs, innovate, and flourish in a fast-paced
environment.
- Excellent written, oral, and presentation communication skills, with a
demonstrated ability to shape narratives supported by data.
- Ability to develop market-specific strategies and plans based on industry
best practices (ex. Pre-sales, Consulting) to improve growth efficiency and
net dollar retention.
- Collaborative team player with exceptional relationship and interpersonal
skills.
- Contributes to a culture of transparency and accountability and has a track
record of operating with high integrity and honesty.
WHY JOIN ALAYACARE?
Work With Purpose
At AlayaCare, you’ll 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, you’ll
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
At AlayaCare, our hybrid model includes set in-office collaboration days (2x per
week), 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.
We’re committed to creating a workplace where everyone belongs. If you require
accommodation during the application process, please reach out
to talentacquisitionteam@alayacare.com [talentacquisitionteam@alayacare.com].
