Customer Success Manager

About Marea

Marea is an AI-driven platform tailored specifically for the dental sector, designed to increase revenue, reduce administrative burdens, and modernize patient communications. Featuring innovative solutions such as an AI receptionist and clinical transcription, it integrates deeply with top dental practice management systems to transform dental practice operations.

Marea operates under Fluent Software Group, part of the Valsoft Corporation that specializes in acquiring and managing software businesses focused on niche vertical markets where expertise is a crucial advantage.

Role Overview: Customer Success Manager

As a Customer Success Manager at Marea, you will be responsible for managing the entire post-implementation customer journey. This position offers the chance to become a trusted advisor for healthcare practices adopting Marea’s platform, ensuring seamless onboarding, effective ongoing support, and sustained realization of the platform’s benefits. Your work will directly impact customer retention, guide product feedback, and help establish scalable customer success frameworks in a growing company.

Location is remote within Canada, with a preference for candidates able to work in Montreal via a hybrid model.

Compensation ranges between $50,000 and $75,000 CAD annually, with the final amount based on individual qualifications and location.

Key Responsibilities

• Lead the onboarding process for new healthcare practices from implementation through to active use.
• Conduct training and user guidance sessions to maximize customers' platform benefits.
• Set clear expectations, promptly address inquiries, and bolster user confidence.
• Track customer engagement metrics and proactively assist practices requiring additional support.
• Act as the main contact for resolving customer issues, building and maintaining strong relationships with practice owners and staff.
• Troubleshoot problems and collaborate with internal teams to ensure prompt solutions.
• Document all customer interactions, feedback, and service activities comprehensively.
• Develop scalable onboarding and support tools, such as user guides, templates, and streamlined workflows.
• Analyze customer behavior and identify opportunities to enhance service and product adoption.
• Relay customer insights to product teams to continuously improve the platform and customer satisfaction.

Preferred Qualifications and Skills

• Over two years of experience in customer success, account management, or client-facing roles within SaaS or technology sectors.
• Proven expertise in CRM systems and support tools.
• Experience working with customers in healthcare, dental, medical, wellness, or similar fields.
• Excellent communication skills, capable of simplifying technical details for non-technical users.
• Strong organizational ability to manage multiple client relationships simultaneously.
• Self-motivated, proactive, and comfortable working in a dynamic, fast-growing environment.
• Demonstrated ownership and accountability for achieving positive customer outcomes.

Additional Desirable Qualities

• Experience in startups or small companies.
• Skills in creating documentation, workflows, or standard operating procedures.
• Fluency in French and/or Spanish.
• Residence in Montreal is advantageous.
• Flexibility to support customers across Eastern and Pacific US time zones.

Why Join Marea?

• Contribute significantly to customer success at an expanding healthcare tech firm.
• Collaborate closely with company founders, product developers, and key stakeholders.
• Influence and help craft customer success policies and best practices during a pivotal growth phase.
• Assume ownership of a prominent role that directly shapes client satisfaction and retention.

Additional Information

Interviews utilize AI-powered tools like transcription and automated note-taking to ensure fairness and consistency. Candidates needing accommodations can request them at any stage of the hiring process.

The parent company values diversity, equity, and inclusion, inviting applicants from all backgrounds regardless of protected characteristics such as race, gender, age, disability, religion, or sexual orientation.