Customer Success Manager, Eastern Canada (Bilingual - English & French)

Job description

The Opportunity

As Customer Success Manager, Eastern Canada , you will be responsible for driving adoption, expansion, and long-term customer value across MedMe’s pharmacy customers in Québec and the broader Eastern Canada region.

This role owns the success of pharmacies at the store level, ensuring locations are effectively onboarded, actively using MedMe, and expanding their use of the platform over time. You will support a mix of independent pharmacies and locations within larger enterprise organizations, with a clear mandate to convert and strengthen adoption one location at a time.

You will act as the primary point of contact for onboarding, training, adoption, and ongoing success, while maintaining an enterprise mindset for how store-level progress rolls up into broader account outcomes. Your work will require a strong understanding of pharmacy operations, thoughtful change management, and the ability to earn trust with busy pharmacy teams as you help embed MedMe into day-to-day clinical and operational workflows.

This is a hands-on role for a fully bilingual (French and English) customer-facing operator who understands the Canadian pharmacy landscape and has experience helping customers adopt new workflows in regulated environments through consistent execution and follow-through.

About MedMe Health

At MedMe, we are passionate about empowering pharmacists to provide services beyond just prescribing. Our mission is to build an all-in-one cloud-based platform that enables pharmacists to schedule, document, and manage clinical services at scale. With over 4,500 pharmacies using our software, we’ve facilitated more than 25 million patient services, transforming pharmacies into community health hubs across North America.

What You’ll Do

You will own customer success and account growth for pharmacies across Eastern Canada.

Onboarding, Training & Adoption

• Lead onboarding for new pharmacies, including independent locations and stores within enterprise networks

• Deliver onboarding and training in French and/or English , aligned to real pharmacy workflows, operational realities, and regulatory context

• Drive meaningful adoption by helping pharmacies integrate MedMe into ongoing clinical and operational use, not just initial setup

• Identify adoption gaps early and adjust enablement or support approaches to help teams successfully change how they work

Store-Level Expansion & Growth

• Serve as the primary point of contact for pharmacies post-onboarding, supporting ongoing success over time

• Drive store-level expansion, including converting under-utilized locations within enterprise customers and expanding use across additional services or programs

• Proactively identify opportunities to expand MedMe’s use across additional services, programs, or workflows

• Grow account value by increasing product scope, depth of usage, and reliance at each location

Enterprise Coordination & Execution

• Work closely with enterprise Account Managers to align store-level activity with broader account strategy and objectives

• Understand how decisions, priorities, and constraints flow between head office and individual pharmacies, and navigate accordingly

• Share visibility into adoption trends, risks, and expansion opportunities across locations

• Ensure consistent execution and communication between pharmacies, enterprise stakeholders, and internal teams

Ongoing Support & Customer Experience

• Serve as the primary point of contact for pharmacies post-onboarding, addressing day-to-day questions and usage issues

• Resolve adoption or usage challenges efficiently, coordinating internally to remove friction

• Balance reactive support with proactive follow-up to prevent issues from blocking adoption or expansion

• Capture and share structured customer feedback to inform product improvements and rollout approaches

• Identify recurring patterns in usage, friction, and expansion to continuously improve how MedMe supports pharmacies in Eastern Canada

About You

• You bring 4+ years of experience in a customer-facing role such as Customer Success, Account Management, or Implementation, ideally within healthcare or another regulated, workflow-driven environment

• You are fully bilingual in French and English (spoken and written), and comfortable supporting customers in bilingual environments

• You learn complex products, workflows, and regulatory contexts quickly, and apply that understanding pragmatically

• You think strategically about your accounts, connecting how market dynamics, competition, and regulation affect pharmacy behaviour to how MedMe should be adopted and expanded

• You’re comfortable working directly with frontline teams and stakeholders, and know how to build credibility, momentum, and trust over time

• You approach customer work with an operator’s mindset, seeking to understand how workflows function in practice and how change is realistically adopted

• You’re proactive and persistent in your engagement style, able to initiate and sustain conversations that move customers forward

How We Hire

MedMe is committed to a fair and equitable hiring process for all candidates. Our team personally reviews every application to ensure a human-first approach; we do not use AI tools to assess or select applicants. To ensure that each candidate’s journey is consistent and the selection process is unbiased, the team at MedMe will not be responding to any personal messages regarding this role or other opportunities.

The Interview Process

1. A brief call with a hiring team member to get to know you better and discuss role expectations

2. A  short practical case study to showcase your problem-solving and communication skills

3. A 30-minute call with member(s) of the executive team

4. An  offer , contingent on mutual alignment

Perks at MedMe

• Comprehensive Health Benefits : Full coverage for dental, vision, physical, and mental health, plus a health spending account to cover additional wellness needs

• Group RRSP : Secure your future with our Group Registered Retirement Savings Plan (RRSP)

• Professional Development : We support your growth with a yearly budget dedicated to learning opportunities

• Work-from-Home Stipend : A dedicated stipend to help set up and maintain your ideal home office

• Office Closure for Holidays : Enjoy 1-2 weeks of company-wide office closure during the holidays

• Company Retreats : Participate in exciting on-site team retreats for collaboration and bonding

Location

This role is based in Canada. Team members located in Toronto typically work 2-3 days per week in office, while those based outside Toronto are remote. Occasional travel may be required for customer meetings, partner discussions, and industry events.

MedMe is a proud equal opportunity workplace that is committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We’re looking for motivated and compassionate people who can execute from the ground up and support the work that MedMe believes in.

MedMe is committed to developing an inclusive, barrier-free recruitment process and work environment. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.

Learn More About MedMe

If you’d like more context on MedMe, our growth, and the team you’d be joining, here are a few highlights:

• Globe and Mail – Canada’s Top Growing Companies (2025): MedMe was recognized on The Globe and Mail’s list of Canada’s Top Growing Companies, based on audited three-year revenue growth.

• Forbes 30 Under 30: Our co-founders were named to Forbes 30 Under 30 for their work building MedMe.

• C100 Growth Cohort (2025): MedMe is part of the 2025 C100 Growth Cohort, a selective community of Canada’s top scaling companies.

Note: The compensation range reflects total compensation and will vary based on experience.

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