Strategic Customer Success Manager, Wisedocs
Insurance Carriers
CA$90-120k
+ Stock options
More information about location
AI processing for medical documents
Job no longer available
AI processing for medical documents
101-200 employees
Job no longer available
CA$90-120k
+ Stock options
More information about location
101-200 employees
Company mission
To transform how organizations process medical records and complex claim-related documentation.
Role
Who you are
- 10+ years managing enterprise customers in SaaS
- Strong understanding of insurance and claims operations, including complex, regulated customer workflows
- Demonstrated experience owning and leading enterprise renewals
- High technical aptitude and ability to quickly understand and explain technical concepts to diverse audiences
- Proven ability to lead complex accounts independently while collaborating effectively cross-functionally
- Exceptional organizational discipline, executive communication, and presentation skills
- Strategic, proactive problem-solver who identifies risk early and drives solutions forward
- Comfortable operating in fast-paced, evolving environments
What the job involves
- Wisedocs is expanding our partnerships with large insurance carriers, and this role plays a critical part in that growth
- Our largest customers operate complex, high-volume claims environments that require thoughtful relationship management, deep operational understanding, and proactive leadership
- As our first Strategic Customer Success Manager focused on insurance carriers, you will help define how we support enterprise customers, navigate complexity, and deliver long-term value
- The Strategic Customer Success Manager (Strategic CSM) is responsible for the success, retention, and renewal of Wisedocs’ largest and most complex insurance carrier customers
- This role partners closely with claims operations, medical management, and leadership teams to ensure Wisedocs is deeply embedded into core claims workflows
- This is a highly senior, strategic role requiring deep insurance and claims operations understanding, strong executive presence, and the ability to lead complex, multi-stakeholder accounts through change, risk, and renewal
- Strategic Partnership & Customer Leadership: Serve as the strategic owner for major insurance carrier accounts, responsible for executive alignment, long-term value realization, and account direction
- Lead strategic check-ins, business reviews, and planning conversations that align Wisedocs to customer operational goals
- Build trusted relationships with claims leaders, medical directors, operational managers, and executive stakeholders
- Renewal Ownership: Own the renewal lifecycle for assigned accounts, including early risk assessment, renewal forecasting, and strategic positioning
- Proactively identify value gaps or risks well ahead of renewal timelines
- Prepare executive-level business impact summaries, usage insights, and alignment materials
- You will approach renewals as a continuation of partnership, grounded in demonstrated value, operational outcomes, and trust
- Risk Management & Escalation Handling: Identify early health risks through usage patterns, sentiment shifts, workflow anomalies, or escalation trends
- Respond quickly and empathetically to escalations, providing clear timelines and follow-up
- Partner cross functionally to drive resolution
- Maintain structured documentation of issues, root causes, and action plans
- Cross-Functional Leadership: Act as the voice of the customer internally. Collaborate with Product, ML, Engineering, Implementation, and Support
- Work within a pod structure to ensure coordinated support for large carriers
- Surface patterns from customer files and behaviours to inform product roadmap discussions
- Contribute to the development of strategic account processes, tools, and best practices to support a scalable enterprise customer success motion
- What Impact You Will Make:
- Strengthen relationships with Wisedocs’ largest insurance carriers through proactive engagement, thoughtful business reviews, and consistent follow-through
- Drive retention and renewal outcomes by helping customers clearly understand and realize value within their claims workflows
- Reduce operational friction and escalations through early risk identification and structured intervention
- Influence product direction by bringing forward clear, customer-informed insights from complex carrier environments
Application process
- We're excited to meet you and explore the possibilities together! At Wisedocs, honesty is one of our core values. Our Recruitment process is transparent to ensure you are set up for success:
- Round 1 – People & Culture Chat: 20–30 min conversation about your background, goals, and the role
- Between Rounds 1 & 2 – Take-Home Exercise: If you move forward, our People & Culture team will send you a take-home case study to prepare in advance of your next interview
- Round 2 – Interview with the Director of Customer Success: You’ll present your prepared take-home case study and discuss your approach, thought process, and recommendations (1 hr)
- Round 3 – Interview with the SVP of Customer Success: Deep dive into your experience and problem-solving approach (45 mins)
- Round 4 - Leadership Conversation: Meet our COO to learn about their vision and your impact (30 min)
Our take
Wisedocs was born out of frustration with one of the healthcare administration's most cumbersome tasks: medical record management. Its automated processing software tackles this head-on, aiming to contribute to better overall healthcare by freeing up valuable manpower and time currently spent on paperwork.
Wisedocs has successfully developed an AI-powered solution that demonstrably outperforms traditional methods of handling unstructured medical documents. Hence, the company streamlines the process of clinician notes, medical briefs, records, assessments, and discharge summaries.
Backed by prominent investors, Wisedocs successfully launched in the US in 2022, followed by the opening of a new American headquarters to support its growing US customer base. This was followed by further funding in 2024. It believes its product can significantly reshape the American healthcare and insurance landscape, where streamlining paperwork and unlocking critical data are major concerns.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Aug 2024
$3.3m
EARLY VC
Jan 2024
$9.2m
SERIES A
Total funding: $19.3m
Company benefits
- Healthcare: We offer a comprehensive benefits package that includes health, dental, and vision coverage, designed to support your overall well-being.
- Vacation: Take time off to travel, recharge, or focus on what matters most to you. We offer generous paid vacation so you can explore the world, pursue personal goals, or simply enjoy well-earned downtime.
- Flexible work: We embrace a hybrid work approach, offering employees the flexibility to divide their time between a remote location and our vibrant downtown Toronto office. For our US workforce, we operate with a remote first model.
- Stock Options: Our foundational belief is that we all win together, and always will. We offer competitive stock options so as you grow with us, your share value in Wisedocs grows alongside you.
- Learning and development: We invest in your future. To help you develop your career, we offer a learning fund to all employees, as well as many Wisedocs-sponsored development opportunities.
- Team events: We love bringing the team together—whether it's for a celebration, team-building, or just fun. Every year this includes company-wide onsites and our annual holiday party. Every event is planned and sponsored by Wisedocs.
Company HQ
Wellington Place, Toronto, ON
Leadership
Connor Atchison
(Founder & CEO)Connor previously served in the Canadian Armed Forces Infantry before moving into Healthcare Administration within the Armed Forces. He then founded Bear Health Technologies where he served as CEO until founding Wisedocs in 2021.
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