Customer Success Manager
Full-time
Intiveo
Customer Success Manager
Location: Vancouver, BC – Hybrid
Reports to: Manager of Customer Experience
Intiveo is growing and we're looking for a Customer Success Manager to own and scale our retention and expansion program. We have a strong foundation: an established Value Exchange Model (VEM), proven Onboarding integration, and a Customer Experience function that directly contributes to Net Retention (NRR). This role is about elevating the success of our Clinics (Customers), driving deeper feature adoption and advocacy, and building the strategic and operational systems to scale renewals and upsells further.
Who Are We
Intiveo is a leading cloud-based patient engagement platform used by 15,000 practitioners to communicate with over 18 million patients. Our goal is to continuously improve patient care by understanding communication needs, behaviors, and preferences – resulting in successful treatment outcomes.
✨What You'll Do
- Own and Run the Value Exchange Model. Act on adoption and activation alerts (e.g., Chat with Patients not enabled, low confirmation rates) and execute the matching playbook.
- Account reviews. Host structured reviews when triggered by underperformance signals such as low confirmation rates or dormant feature usage.
- Deliver Customer Satisfaction Reviews calls. Run Customer Satisfaction Review calls that tie measurable results back to the outcomes the clinic wants from Intiveo, and partner with them to deliver against their agreed priorities.
- Drive expansion. Post-CSR, either book a demo for Forms, Referral Management, Social Reviews, or VOIP, or secure a testimonial or Google review.
- Deliver Intiveo Advocates. Drive advocates for referrals, testimonials or case studies
- Renewals. Own the end-to-end renewal motion across your book — from early risk signals through renewal terms close for every account, whether a single clinic, a multi-location operator, or a group.
- Partner with Onboarding. Work hand-in-hand with Rebecca's Onboarding team — routing existing accounts back into onboarding when the Value Exchange Model triggers a new feature deployment, and receiving new customers off onboarding with a clear path to first value.
- Own the response to inbound customer leads sourced by Marketing — triaging, qualifying, and converting them into demos, upsells, or renewal conversations across your book.
✨What Good Looks Like in Year One
- Portfolio GRR of 90% or higher and NRR of 103% or higher
- Every Clinic has had at least one Value Exchange Model project completed, and completed a Customer Satisfaction Review tied to a measurable business outcome
- 100% Attainment has been achieved on Expansion and upsells
✨Who You Are
- Must-haves
- 3+ years in SaaS Customer Success, ideally carrying a retention or expansion number
- Experience running adoption playbooks off product usage signals
- Comfort presenting quantitative business outcomes to clinic owners and office managers
- Track record of upsell or cross-sell into an existing book
- Nice-to-haves
- Background in Dental or Healthcare.
- Salesforce, Totango, and Zendesk experience
- Familiarity with PMS systems (Dentrix, Eaglesoft, Open Dental), or patient engagement platforms
How We Give Back to Our Employees:
- Generous vacation time
- Wellness Fun
- Stocked office fridge
- RRSP matching
- ESOP (employee stock ownership program)
- Annual retreat
- Plus, your birthday off! (Who wants to work on their birthday?)
- And more
More About Intiveo
We are a fun, collaborative, and hard-working team of innovative minds who genuinely enjoy spending time together. At Intiveo, our values are Stewardship, Collaboration and Continuous Development. We embrace diversity and encourage you to share your voice. We want you to think outside the box, present new ideas, and be willing to fail.
We're one of Canada's Top 100 Employers! Canada's Top 100 Employers celebrates companies offering their employees exceptional places to work. Intiveo has been recognized for our holistic approach to the workplace, from how we work every day, to how we gather and celebrate.
Want to see more? Check out our Culture Book here (Vacancy posted 28 days ago
Similar jobs that could be interesting for youBased on the Customer Success Manager in Vancouver, BC vacancy
$4000 per month
...provided Paylidify is looking for a high-energy, motivated Customer Success Representative with sound business insight, a proven track... ...chance of succeeding in our organization and growing into a management role. You will work with our Operations team to support customers...SuggestedMonday to fridayPaylidify Canada
Vancouver, BC29 days ago$70k - $90k per year
...into one seamless experience. We help our customers create beautiful, integrated, human-centered workspaces that run smoothly for managers and members alike. We’re a... ...future of work. About the role As a Customer Success Manager , you’ll start by owning the complete...SuggestedFull timeWork at officeFlexible hoursEarly shift$70k - $90k per year
...to strengthen long-term resilience . Trusted by 550+ global customers, including Fortune 500 companies and U.S. government... ...authorized provider to the federal government. Enterprise Customer Success Manager Location: Vancouver BC Canada Work Environment: Hybrid...SuggestedLong term contractContract workWork at officeWork from homeFlexible hours$80k - $90k per year
...Preference given to Vancouver & lower mainland based candidates. As a Customer Success Manager your top priority is to communicate and solve our client’s technical problems. This communication can be through email, help desk tickets, phone, social media, forums and even...SuggestedFull time$80k - $112k per year
...We’re looking for a Senior Customer Success Manager to support high-value customers in the assigned vertical by providing the tools and resources to achieve their business goals on social media. In this role, you’ll build, cultivate, and maintain influential relationships with...Suggested- ...more effectively by simplifying the workflows required to buy and sell through cloud marketplaces. We make it easier for our customers to transact, manage, and grow deals across AWS, Azure, Google Cloud, Alibaba, Oracle and Snowflake, creating a smoother buying experience for...Full timeWork at office
$90k - $100k per year
...Our integrated technology gives product managers and developers the flexibility and... ...You will be responsible for ensuring customers are successfully onboarded, fully activated, and continuously... .... Acting as the technical voice of Customer Success, you’ll guide clients through...Long term contractFull time$102.4k - $128k per year
...As a Senior Partner Customer Success Manager, you will join our growing Customer Success organization in a newly created role focused on the post-go-live experience for customers brought on through our strategic partner ecosystem. You will serve as the primary CS touchpoint...Long term contractFull timeWork at officeFlexible hours$142k - $178k per year
...identify growth opportunities with your account portfolio Manage the overall post-sales account success (technical, commercial) with the support of the Boomi teams (Product, Services, Support) Understanding of customer requirements and drive internally (enhancements, fixes)...$65k - $81.5k per year
...About the role As a Customer Success Manager I at 3rdRisk, you're the person who turns a new customer into a confident, successful one. You own onboarding from kickoff to go-live — guiding organizations through implementation and configuration until they're getting real...InternshipWork at officeLocal areaWorldwideVisa sponsorshipFlexible hours$150k - $200k per year
...function into a durable revenue organization. Customer Success has grown from three to seven people in... ...a team of 6 Senior Customer Success Managers and Customer Success Managers, carry the... ...comfortable coaching a Customer Success Manager through a difficult renewal, presenting...Long term contractContract workWork at officeRemote workFlexible hoursShift work$65k - $75k per year
...REW.ca is seeking an exceptional Customer Experience & Success Lead with a results-oriented approach to customer relationships. REW.ca is Western... ...engagement, onboarding, communication, and relationship management to help shape how our customers feel and interact with REW...Long term contractFull timeWork at officeImmediate start$135k - $160k per year
...infrastructure. Our culture is open, positive, collaborative, and results-driven. Come join us! Position Overview: As a Senior Customer Success Manager (CSM), you will serve as a strategic partner to key enterprise clients, helping them drive ROI through advanced fraud...Long term contractFull timeRemote work$80k - $110k per year
...Digital Customer Success Program Manager About Event Temple Event Temple is a high-growth technology company headquartered in Vancouver, BC. We’re the world’s leading Hotel Sales & Catering software and have been ranked #1 in the Hotel Tech Awards for six consecutive...Full timeCasual workRemote workWork from homeRelocation package- ...organizations worldwide to quickly onboard customers, optimize costs and combat fraud. Fueled... ...: We're hiring a Senior Partner Success Manager to own every aspect of account management... ...skills. ~ Proficiency with CRM and partner/customer management tools (e.g., Salesforce, PRM...Permanent employmentFull timeLocal areaRemote workWorldwideFlexible hours3 days per week
$80k - $110k per year
...tools can't connect. The Role You will be building the Customer Success function at UrbanLogiq. You'll own the post-sale relationship... ...technology role adjacent to government, or from direct account management with public sector organizations. You know why procurement...Contract workImmediate start$145k - $165k per year
...technology and service provider globally. As a Senior Partner Success Manager at Via, you will be the face and voice of Via for our... ...senior stakeholder relationships independently in consulting, customer success, or a high-growth company ~ Fluency in French and English...Long term contractFull timeContract work- ...looking for an A-Player who is client-focused, detail-oriented, self-motivated, digitally savvy, and results-driven. The Partner Success Manager is responsible for maintaining and cultivating existing CapsLock clients and working with the director of sales and team leads...Long term contractPermanent employmentWork at officeRemote workWork from homeHome officeFlexible hoursNight shift
$120k per year
...not just an email role. It’s a customer loyalty and retention role,... ...You’re great at creating and managing campaigns across email, SMS,... ...our next Customer Lifecycle Manager. Growth opportunity: This... ...we’ve got a lot to offer our successful applicant. So, to make sure our...Full timeCasual workInternshipWork at officeFlexible hours- ...Job Title: Account Executive - SAP Next Gen - Academy for Customer Success – Vancouver (Hybrid) What You’ll Do As an Account... ...Executive (SSE) SSE focus areas: ~ SAP Finance & Spend Management (F&S) – Knowledge in key areas such as accounting, procurement...Permanent employmentFull timeWork at officeLocal areaRemote workWorldwideFlexible hours3 days per week
$116.1k - $162.7k per year
...The Senior Customer Marketing Manager is responsible for developing scalable marketing programs that help... ...while also delivering programs. The successful candidate will bring structure to how... ...opportunities. Partner with Customer Success, the Customer Office, Product...Long term contractInternshipWork at office- ...experience working in a clinical or high-performance setting and are a physiotherapist or an athletic trainer a role as a Client Success Manager at VALD could be the change you need! About the VALD Client Success Team Our Client Success team is dedicated to assisting clients...Remote jobFull time
- ...looking for a thoughtful, dependable, and communicative Family Success Manager to act as a trusted bridge between families and our internal... ...Collect feedback to support continuous improvement of the customer journey and enhance client satisfaction and referral rates...Long term contractFull timePart timeRemote workOverseas
$48k - $53k per year
...Counselling Training (VCCT) is seeking a highly qualified Student Success & Academic Records Coordinator to join our team of education... ...students. Deliver trauma-informed, empathetic support on time management, stress, and personal wellness. Refer students to internal supports...Full timeWork at officeMonday to fridayShift work$65k - $85k per year
...seamless experience. We help our customers create beautiful, integrated,... ...that run smoothly for managers and members alike. We’re... ...work. About the role Customer education at Optix is still very... ...team-led today – our Customer Success team walks every new client...Full timeWork at officeFlexible hours$25 - $35 per hour
...organization with in-house development, construction, and property management teams. They support a diverse portfolio of residential and... ...Your New Role In this role, you will be reporting to the Customer Care Manager and Customer Care Supervisor. You will be joining...Permanent employmentLocal area$38k per year
...fair testing experience for all who come through our doors. CUSTOMER SERVICE REPRESENTATIVE Paragon Testing Enterprises, a Prometric... ...Full-time Vancouver, BC Position Summary The successful candidate will work under the guidance and direction of the Customer...Full timeWork at officeWorldwideShift workRotating shiftWeekend work$16.2 - $19.2 per hour
Assist customers in the Driver Assistance Program with delivery of safety services such as... ...industries while providing exceptional customer service. - Supportive Environment: We’re... ...client program, and all contractors must successfully pass a background check to represent this...Contract workFor contractorsRemote workWork from homeFlexible hoursNight shiftWeekend work$20 per day
...see how you can grow with us! As an Analyst/Senior Analyst, Customer Operations at Hiive, you’ll play a key role in shaping the... ...Significant opportunities for growth into team leadership and management roles. Entrepreneurial culture and a small and dynamic team....Full timeSummer holidayRelocation$58k - $68k per year
...business owners stay connected with their customers and manage their businesses from anywhere. For... ...accessible to all. About the Role: The Customer Onboarding Specialist is the first line of contact for Ooma Enterprise. To successfully on-board a customer, you must be able...Local areaWork from home
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Customer Success Manager. Be the first to apply!
Related searches
- customer success manager Vancouver, BC
- technical customer success manager Vancouver, BC
- customer success manager remote Vancouver, BC
- senior customer success manager Vancouver, BC
- customer success manager work from home Vancouver, BC
- partner success manager Vancouver, BC
- customer Vancouver, BC
- customer success agent Vancouver, BC
- customer success Vancouver, BC
- customer success manager