Customer Success Manager – Healthcare

Location

Remote with travel to customer locations

About Canopy

Canopy supports those that provide our care. Our mission is to empower healthcare providers with real-time wearable safety technology and unparalleled support, fostering a work environment where they feel safe and valued. This improved safety and well-being directly benefits patients, ensuring healthcare providers can focus on delivering the best possible care. Canopy Protect, our flagship solution, discreetly connects staff to immediate help and de-escalates high-stress situations. We proudly protect over 200,000 healthcare providers across 40 major U.S. health systems.

This role is part of Canopy’s growing Customer Experience team. Our CSMs work in close partnership with Project Managers, Implementation Managers, and Field Service Specialists to ensure a world-class customer journey. Senior CSMs lead our most complex, multi-phase enterprise accounts, while CSMs drive success and value across smaller, high-impact programs.

Position Overview

As a Customer Success Manager (CSM) at Canopy, you will play a critical role in ensuring long-term customer success, safety outcomes, and account growth. While a Implementation Manager oversees deployment execution, you will provide strategic guidance to ensure rapid time-to-value and smooth adoption. Your primary focus will be on post-deployment engagement—strengthening relationships, optimizing program performance, and driving retention and growth across a portfolio of smaller or mid-sized healthcare customers.

This role is ideal for someone who thrives in high-impact environments, can build trust with healthcare leadership, and brings a proactive, solutions-oriented approach to customer engagement.

Key Responsibilities

Strategic Account Management

• Own the post-sales customer relationship, including executive alignment, ongoing value delivery, and account retention.
• Identify and engage key stakeholders across Security, Clinical Operations, Risk, IT, and Administration.
• Act as a trusted advisor to customer leadership teams, connecting Canopy's capabilities to evolving hospital and system-wide priorities.
• Lead Quarterly Business Reviews (QBRs) to share impact metrics, discuss program evolution, and align on long-term goals.
• Monitor and report on success metrics tied to safety, adoption, and system health—developing strategies for optimization where needed.
• Own customer retention efforts by proactively addressing risks, reinforcing program value, and preparing stakeholders for renewal.

Customer Expansion & Growth Enablement

• Identify opportunities for program expansion (new units, additional hospitals, use case extensions).
• Surface and qualify leads for the Account Executive to pursue based on need, urgency, and business case.
• Support customer participation in advocacy initiatives (e.g., case studies, peer references, speaking opportunities).

Implementation Partnership & Time-to-Value

• Collaborate with the assigned Project Manager to stay informed of deployment progress and risks.
• Guide strategic customer stakeholders during deployment to ensure early user engagement and program visibility.
• Support time-to-value initiatives by helping define key success milestones and driving early program adoption.
• Support key go-live moments in a strategic advisory role, ensuring leadership alignment and visibility. Execution is led by Project Management and Field Services teams.

Cross-Functional Collaboration

• Work with Product and Engineering teams to relay feedback, suggest improvements, and participate in pilot initiatives.
• Partner with the Field Services team to understand technical constraints or recurring support patterns that may impact customer experience.
• Collaborate with Support to monitor post-deployment issues and ensure fast, empathetic resolution.

Account Scope & Role Differentiation

• Manage a portfolio of smaller, focused deployments—typically single-site or single-market programs.
• Collaborate with a Senior CSM on larger, enterprise-scale customers when needed and contribute to cross-functional initiatives.

Ideal Candidate

• 4–7 years in Customer Success, Account Management, or Clinical Leadership, ideally with healthcare or SaaS technology clients.
• Excellent relationship-building and presentation skills, with the ability to influence stakeholders at all levels of an organization.
• Ability to synthesize feedback, data, and business goals into actionable recommendations.
• Deep empathy for users and a desire to help hospitals create safer, more supportive environments for staff.
• Comfortable interpreting usage data, NPS feedback, and support trends to recommend improvements.
• Willingness to travel up to 50% to customer sites for QBRs, relationship building, and field observation.

Preferred Qualifications

• Experience working with hospital systems, particularly in safety, nursing, or IT-focused initiatives.
• Familiarity with staff safety technology, nurse call systems, or medical IoT solutions.

To apply, contact: anjanette@canopyworks.com