Manager, Customer Success - MEDFAR, Montreal

Responsibilities

Your mission begins where technical deployment ends. You act both as the conductor of a dedicated team and as a strategic partner to clinics, ensuring that our clients' investment in MYLE and its integrated AI innovations results in real, sustainable, and measurable adoption across all users.

• Global Adoption Strategy: Define and lead the adoption strategy for the entire MYLE platform and its AI innovations, including adoption, retention, and satisfaction targets.
• Success Metrics: Establish, track, and report key indicators to executive leadership.
• Tools and Playbooks: Develop onboarding pathways, playbooks, and tracking tools to enable structured adoption.
• Proactive Monitoring and Health Checks: Analyze platform usage data to identify drops in adoption or churn risk signals before they become critical.
• Change Management: Support clinics through their digital transition during implementation or major updates.
• Critical Escalations: Act as the escalation point for complex customer situations related to MYLE or AI tool adoption.
• Targeted Remediation Plans: Design targeted interventions for accounts showing signs of disengagement to minimize churn.
• Ambassadors and Retention: Develop engagement programs for power users and champions within clinics.
• Strategic Influence: Synthesize field feedback and unmet user needs to influence the global product roadmap.
• Customer Prioritization: Represent the needs of clinical users in feature prioritization decisions.
• Cross-Functional Collaboration: Work closely with Product, Marketing, Implementation, and Support teams.
• Team Management: Recruit, mentor, and grow a team of specialists dedicated to adoption.
• Methodology Optimization: Establish team processes, tools, and methodologies.
• Organizational Alignment: Collaborate with other leaders to align adoption goals with MEDFAR's overall customer success strategy.

Qualifications

• 7 to 10 years of relevant experience in customer success, software adoption management, or technology solution deployment, including team management experience.
• Bachelor's degree in Business Administration, Information Technology, Project Management, or a healthcare-related field; equivalent experience considered.
• Demonstrated experience in launching and scaling adoption initiatives for tech platforms, ideally Electronic Medical Records; experience with AI solutions is an asset.
• Deep expertise in MYLE or a comparable EMR and its clinical and administrative workflows.
• Data-driven approach with experience using analytics tools to transform adoption metrics into actionable plans.
• Strong change management skills and the ability to influence multidisciplinary teams without direct hierarchical authority.
• Excellent executive-level communication skills and full professional proficiency in French and English (oral and written).

About the employer

Joining MEDFAR means working in a dynamic environment where trust, innovation, quality, and customer success guide our daily work. We promote efficiency and excellence in healthcare by offering the highest-performing Electronic Medical Record on the market, MYLE, alongside advanced AI solutions. With offices around the world, we value diversity, equity, and inclusion within our team and are committed to a fair and inclusive recruitment process.

Perks and benefits

• Remote work options and flexibility
• RRSP matching contribution
• Comprehensive group insurance starting on day one
• Paid time off: 3 weeks
• Onboarding program to familiarize you with our environment and the digital health sector
• Computer hardware provided
• Internal growth opportunities including promotions and internal mobility
• Support from a wellness and social committee fostering team cohesion, mental health, and employee well-being