About Welbi

At Welbi, we're improving the quality of life of older adults like our parents and grandparents. We do this by transforming the way front-line workers in senior living communities provide care to them every day.

To learn more about us — how we started, the problems we solve, and how we are helping seniors live more fulfilled lives — watch the Welbi story below:

VIDEO: Welbi Story

We’re backed by some of the biggest names in the senior living industry, and we are building a team of curious, customer-obsessed, collaborative, high performers who take pride in the fact that our work improves the quality of life of millions of seniors across North America. If that sounds like it might be a good fit for you, please keep reading.

About the role

We are currently looking for a Customer Success Manager who is passionate about building strong relationships with clients and ensuring their success. In this role, you will guide our customers through every stage of their journey, from onboarding to ongoing support, ensuring they get the most value from Welbi. To thrive in this position, you must have a customer-centric mindset, excellent communication skills, and the ability to balance customer needs with business goals. You will also play a key role in driving product adoption, identifying growth opportunities, and ensuring customer satisfaction.

What you will be working on

• Provide World-Class Support: Respond to and investigate customer support inquiries promptly, ensuring our customers feel heard and valued.
• Oversee Onboarding: Guide customers through onboarding, from kickoff to technical platform setup, EHR integration, and platform customization. Lead training sessions and conduct check-ins to ensure a smooth experience.
• Customer Success & Expansion: Own the product adoption, success, and expansion of your customers, ensuring they achieve their desired outcomes and value.
• Host Customer Webinars: Lead educational webinars to help customers get the most out of the platform and stay engaged with new features.
• Drive Upsells & Referrals: Partner with customers to identify opportunities for growth, whether through upsells or referrals.
• Mass Email Communications: Create customer newsletters, feature release emails, and other mass communications to keep customers informed and engaged.
• Voice of the Customer: Gather and share customer feedback with internal teams, ensuring the voice of the customer is always considered in internal decision-making.
• CRM Maintenance: Keep accurate and up-to-date records of customer interactions and progress in our CRM.
• Data Analysis: Analyze customer survey results (e.g., CSAT, CES, NPS) and product utilization data to develop strategies for improving satisfaction and success.
• Internal Process Improvement: Partner with Welbi’s Director of Customer Success on internal process development and improvements to shape and refine our customer success strategies.

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Helping you grow & succeed

At Welbi, we truly believe in empowering each member of our team to help them grow both professionally and personally. This means that you will:

• Make a Difference: Your work matters. You’ll be free from bureaucracy and unnecessary paperwork to focus on impacting as many seniors' lives as possible.
• Grow & Learn: You’ll have the opportunity for endless career growth. To set you up for success, you’ll have access to internal and external resources, mentorship, and workshops.
• Be Heard & Have A Say: You will have space to voice your ideas and opinions to make changes. We are all part of the Welbi decision-making process.
• Meet Friends for Life: Being on such a small team, we’re close-knit. We genuinely care about each other and celebrate our successes together.

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What we offer

• Competitive salary, based on extensive external benchmarking.
• Two (2) Weeks of vacation, used anytime.
• Five (5) days for personal use, including sickness, wellness, and family needs.
• Five (5) days of office closure, during the holiday season.
• Health benefits from Day 1, so you don’t need to wait to go to your dentist appointment.
• Remote-first hybrid environment; we have team members spread across Canada and an office in Ottawa when you need it.
• Flexible working style that focuses on productivity and results, not the amount of time you’re online. If you communicate, attend your meetings, and perform your job, we don’t care where it happens.
• Employee ownership; As an early-stage startup, we know how critical every single hire we make is at this stage. After 4 months of employment, our Board of Directors grants every single employee Options in Welbi.
• Mentorship & professional development to help you stay a subject matter expert in your field via guidance from industry leaders, as well as comprehensive external programs and peer groups with incubators like Invest Ottawa and MaRS.
• Autonomy & impact is prevalent at all levels of Welbi. There are no cogs in our wheels — everyone is included in discussions that impact their role and has the opportunity to speak their minds.
• A culture beyond words on a wall with an emphasis on bringing the team together every single month for company-wide social events & lunches, team socials, quarterly cultural awards, and a constant emphasis on growth & development.
  
  

What you bring

• Previous experience as a Customer Success Manager or similar role, preferably in SaaS or a technology start-up.
• Proven track record of managing customer onboarding, success, and support.
• Passionate about customer satisfaction and retention and are driven to achieve 0 churn.
• Data-driven mindset and experience using metrics (e.g., NPS, CSAT) to assess and improve customer health.
• Strong attention to detail and exceptional organizational and project management skills with the ability to balance competing priorities and meet multiple deadlines. At the top of your cover letter tell us your favourite animal.
• Phenomenal interpersonal skills - a great communicator, who is empathetic, and can articulate technical content in a consumable way to our users
• Curious, thoughtful, and solution-oriented; you are a skilled problem-solver and always driven to understand what is important to the customer
• An ability to roll your sleeves up and build the foundation while also bringing strategic insights and frameworks… a get sh*t done attitude
• A self-starter who will own their tasks, work independently and thrive in a collaborative, fast-paced environment.
• Exceptional written & verbal English communication skills.
  
  

A plus if you also have the following, but you don't need to have them:

• Exceptional written & verbal French communication skills.
• Experience working directly with product development teams
  
• Experience in the senior living industry
  

Like what you read but not sure if you check ALL of our boxes? We still encourage you to apply. Research shows that female-identifying candidates screen themselves out of consideration and apply to 20% fewer jobs than those who are male-identifying. As an inclusive employer whose team is composed of over 50% female-identifying employees, we value applicants with diverse backgrounds, journeys, and profiles. If you feel like you’d be a good fit, please send us your resume.