Customer Success Specialist, AlayaCare
More information about location
Office located in Greater Toronto Area, ON
Cloud-based home health care software
Be an early applicant
Cloud-based home health care software
501-1000 employees
Be an early applicant
More information about location
Office located in Greater Toronto Area, ON
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
- 2–4 years in Customer Success, Account Management, or a related role in SaaS—with experience managing scaled, high‑volume portfolios
- Proven track record driving adoption, satisfaction, retention, and renewals through lifecycle programs and data‑led decisions
- Comfort operating primarily via digital channels (email, webinars, in‑app) with strong written storytelling and visual communication skills
- Hands‑on experience with customer engagement platforms—ideally ChurnZero—and automation‑led lifecycle campaigns
- Analytical chops to interpret customer data, spot trends, and translate insights into targeted actions and growth opportunities
- Relationship builder with clear, empathetic communication—able to earn trust with users and stakeholders at all levels
- Bias for action: creative problem‑solver who balances proactive outreach with thoughtful nurturing to keep customers moving forward
- Bachelor’s degree in Health Sciences, Social Sciences, Business, or related field (or equivalent practical experience)
What the job involves
- As a Customer Success Specialist, you’ll guide a portfolio of digital‑touch accounts to measurable product adoption and business value. You’ll use tools like ChurnZero and targeted communications to engage users at scale, monitor health signals, and proactively reduce risk—partnering across Product, Adoption, and Support to keep customers successful and growing
- Own a portfolio of high‑volume accounts and drive measurable adoption, usage, and value through digital‑touch motions and at‑scale programs
- Build loyalty by showcasing product value and identifying expansion opportunities through data‑driven insights and proactive engagement
- Design and execute campaigns in ChurnZero and related automation tools to activate users, nurture engagement, and reduce time to value
- Track customer health, surface risks early, and execute retention plays to prevent churn and strengthen renewal likelihood
- Capture and channel customer feedback and enhancement requests to Product to inform roadmap and improve experience
- Deliver concise virtual enablement—presentations, webinars, and training—to educate users on best practices and new capabilities
- Collaborate with Marketing, Adoption, and Support to orchestrate a seamless customer journey and consistent communications
- Maintain accurate account notes and activities within the Customer Success platform to ensure continuity and insight‑driven actions
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 have seen it come out the other side 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
$162.9m
SERIES D
Total funding: $259.7m
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
(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 organization Madiro Fund.
Salary benchmarks
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