Harris healthcare

(Remote) Customer Success Lead

Manitoba, Canada, CA

Sponsorship not specified$70k-$90kDetected 22 days ago

Project ManagementOnboardingCustomer SuccessAR/VRLeadershipCommunicationCollaborationProblem SolvingOrganizational Skills

About the role

This position acts as the execution engine for the Customer Success team, translating strategic plans defined by leadership into flawlessly executed projects.
You will be the central owner for all technical and project-based customer activities, including onboarding, migrations, and expansions.
This remote role welcomes candidates anywhere in Canada.

Librestream, a division of Harris; is seeking a Customer Operations Lead who is a senior, hands-on leader responsible for driving operational excellence across the post-sales customer journey.
This role is critical in building a scalable and repeatable delivery model, ensuring every customer is set up for success from day one.
Lead the end-to-end execution of all technical customer delivery projects, including new customer onboarding, software migrations, version upgrades, and install base expansions.
Define, manage, and own project plans, timelines, milestones, and deliverables, ensuring on-time, high-quality delivery.
Act as the central coordinator across Customer Success, Support, Operations, Sales, and Product to ensure alignment and accountability for project deliverables.
Act as the liaison between the customer and internal teams (Support, Operations, Product, Sales) for complex technical issues that arise during projects.
Partner with the Support team to identify trends in customer issues that point to gaps in onboarding or enablement and implement processes to address them.
Support the Director, Customer Success by executing the technical and project-based aspects of customer expansions and new use-case deployments.
Align internal teams and manage project plans to deliver on expansion initiatives efficiently and effectively.
This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success.

5-8 years of experience in a customer-facing operational or technical role within a B2B SaaS or software company.
Demonstrable experience (at least 3-4 years) managing the full lifecycle of customer-facing software projects, such as software implementations, data migrations, or new customer onboarding.
The candidate must be proficient in defining project scope, creating timelines, managing risks, and ensuring on-time delivery.
Must have extensive experience working as a central coordinator between technical (Product, Engineering) and non-technical (Sales, Support, Operations, Customer Success) teams.
While not a developer, they must be comfortable discussing technical concepts related to software integration, data migration, and product functionality.
Significant, relevant work experience (8+ years) in a directly applicable role can be considered in lieu of a degree.

A Bachelor's degree in Business Administration, Management Information Systems (MIS), Computer Science, or a related field is preferred.

What we can offer:
3 weeks' vacation and 5 personal days
Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
Employee stock ownership and RRSP/401k matching programs
Lifestyle rewards
Remote work and more!
About Librestream:
About Harris:
Harris is a leading provider of mission critical software to the public sector in North America.
Our success has been realized through investments in our proprietary software and market expertise.
Excellent written and verbal communication skills.
Capable of communicating effectively with both technical and non-technical personnel.

We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes.
The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency.
Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards.
AI & Innovation Mindset
What your impact will be:
Customer Project Management & Delivery

This role is the driving force behind all major customer delivery milestones.
You ensure that initiatives are completed on time and to the highest standard, creating a reliable and predictable experience for our customers.
Proven track record of successfully onboarding new customers, from setup and integration to user training and enablement.
They should have experience creating and refining onboarding playbooks.
Maintain and continuously improve the operational playbook, ensuring consistent execution across all customers.
Harris will continue to growth through reinvestment - both in the people and products that we offer and making investments in acquiring new businesses.

This listing is sourced directly from Harris healthcare's careers page and normalized into a canonical job model.