Decoda Health
Customer Success Manager
Toronto Office · Staff+
Sponsorship not specified$60k-$90kDetected 171 days ago
SQLCustomer SuccessZendeskIntercomCommunicationOrganizational Skills
About the role
- As the primary point of contact, you'll ensure every customer request is heard, tracked, and resolved-nothing slips through the cracks.
- This role blends customer success with product operations, leveraging AI tools to streamline processes and communicate efficiently.
Responsibilities
- Onboard new clinics: Conduct staff training, manage data migration, and ensure smooth go-lives.
- Build scalable processes: Develop templates, automations, and playbooks to maximize efficiency as we grow.
- Own customer communication: Serve as the main channel between Decoda and clinics.
- Conduct staff training, manage data migration, and ensure smooth go-lives.
- Develop templates, automations, and playbooks to maximize efficiency as we grow.
- Manage relationships end-to-end, not just tickets.
Nice to have
- Basic SQL (can pull data to answer questions)
- Experience with CS tools (Intercom, Zendesk, Linear, etc.)
- SaaS customer success or product operations background
- Early-stage startup experience
- Solving real problems: Clinics struggle with disjointed tools-our platform is what they need.
- Impact: Your input directly shapes our product.
- Team: Small, collaborative, low-ego, and open.
- Application Form
Skills
- Use AI tools to automate repetitive tasks, draft responses, summarize issues, and enhance workflow speed.
- Comfortable with tools like ChatGPT, Claude, etc., and always seeking automation opportunities.
- Clinics struggle with disjointed tools-our platform is what they need.
Compensation
- Toronto preferred (hybrid)
- some on-site clinic visits required
- Application Form
- Anything else you'd like us to know?
Benefits
- Decoda Health is seeking a Customer Success Manager to own the communication interface between our company and the clinics we serve.
- About Decoda Health
- Experience in healthcare/clinic/medical operations
Company info
- Translate feedback into clear tickets for engineering, track progress, and update customers.
- Clear, prompt writing and speaking as the face of the company to customers.
- Own customer communication: Serve as the main channel between Decoda and clinics. Respond promptly, follow up relentlessly, and keep customers informed.
- Relay bugs and feature requests: Translate feedback into clear tickets for engineering, track progress, and update customers.
- Close the loop: Clearly communicate back to customers when bugs are fixed or features ship-so they're never left wondering.
- Respond promptly, follow up relentlessly, and keep customers informed.
- Clearly communicate back to customers when bugs are fixed or features ship-so they're never left wondering.
- Backed by Y Combinator with $4.5M raised, our customers see 1.5x appointment growth and 80% reduction in check-in time.
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This listing is sourced directly from Decoda Health's careers page and normalized into a canonical job model.