Customer Success Program Manager, AlayaCare
Bilingual
CA$100-120k
+ Equity
More information about location
Cloud-based home health care software
Be an early applicant
Cloud-based home health care software
501-1000 employees
Be an early applicant
CA$100-120k
+ Equity
More information about location
501-1000 employees
Company mission
To empower care providers to achieve better health outcomes by delivering transformative technology and data insights to focus on what really matters.
Role
Who you are
- 6–8 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
What the job involves
- We are looking for a Customer Success Program Manager (Bilingual) to join our Customer Success organization, reporting to the Director, Scaled Customer Success
- In 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
- You'll 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 AlayaCare’s 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
Our take
The home healthcare market is growing due to the ageing population, a global shortage of care workers and a shift to value-based reimbursement. AlayaCare's end-to-end software platform for care providers allows staff to manage the entire client lifecycle, from referrals and intake to billing and payroll. It helps back-office processes run more efficiently, allowing staff to focus on outcomes instead of paperwork.
AlayaCare's platform aims to deliver better patient outcomes and lower costs for providers, reducing both client intake times and resubmissions. This approach has earned the company a large client base of hundreds of home care and assistance firms, including Nurse Next Door, Home Instead and Bayada Home Health Care.
The company was not immune to the general downturn in the tech sector in 2022 and slowed growth as a result. That said, AlayaCare made a series of moves towards a more sustainable business model, which has seen it emerge in a good position. It has now raised additional support to integrate AI into its health record platform.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-12% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Feb 2024
$2.4m
GROWTH EQUITY VC
Jun 2021
$162.7m
SERIES D
Total funding: $259.4m
Company benefits
- Open and Transparent Culture
- Health and Wellness Activities
- Health Benefits Package
- Flexible Vacation Policy
- Around the clock healthy snacks
- Happy Hours and Team Outings
- Employee Growth & Development
- Prime Office Locations
Company HQ
Le Plateau-Mont-Royal, Montreal, QC
Leadership
Adrian Schauer
(Founder & CEO)Serial technology entrepreneur and active Angel Investor. Sits on the boards of several companies, including Chipcare, TrackTik and Resolver. Co-Founder of the charitable organisation Madiro Fund.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 4 more jobs at AlayaCare