Manager, Customer Success

Creyos (formerly Cambridge Brain Sciences) is a leading growth-stage B2B SaaS HealthTech company. Our proprietary brain health tools, including digital cognitive assessments and mental health questionnaires, are used by healthcare providers treating mental health conditions, brain injuries, aging, and other patient populations throughout the world, as well as by leading researchers. To learn more about our organization, please visit . 

You will be part of a team that includes not just your typical SaaS business functions (Sales, Marketing, Product), but also engineers, psychologists, business leaders, and even a world-renowned neuroscientist. We are proud to say that you will be surrounded by some of the smartest, enthusiastic, hard working and dedicated people that you’ll ever meet (at least, that we’ve ever met!). 

Who we are looking for: 

As we continue to grow, we're looking for a strategic and dynamic Manager of Customer Success to join our team. The ideal candidate will be a player-coach–managing key accounts while also helping to lead and elevate our team’s approach to account management, renewals, and customer engagement. Reporting to the VP of Customer Success, this individual will be instrumental in driving revenue retention and expansion opportunities while ensuring every customer receives exceptional consultative support throughout their journey. The ideal candidate brings a strong background in SaaS customer success, a growth mindset, and proven leadership skills. They will coach and support the team in executive best practices, optimizing workflows, and deepening customer relationships–ensuring that we not only meet but exceed customers expectations at every touchpoint. 

This is a hybrid position based in Toronto, ON. The successful candidate lives in Toronto and will commute to our downtown Toronto office regularly. 

Key Responsibilities: 

Your job responsibilities will include: 

• Lead and mentor a team of Customer Success Managers, cultivating a high-performance culture focused on continuous improvement. This role combines hands-on account management with team leadership, requiring the candidate to guide others while actively contributing to client success. Specific responsibilities include:
• Provide ongoing training, mentorship, and support to Customer Success Managers, helping them refine their skills in account management, renewals, and customer engagement. 
• Establish and refine workflows, playbooks, and strategies to improve customer retention, satisfaction, and expansion opportunities 
• Track key metrics (e.g. retention, churn, expansion), provide feedback, and help ensure the team meets or exceeds goals.
• Manage select accounts, serving as the primary point of contact for assigned contracts, and ensuring ongoing client satisfaction and success with Creyos.
• Build strong relationships with clients by understanding their goals and challenges, providing guidance, and advocating for their success.
• Develop and implement customer success strategies that drive customer engagement, satisfaction, and loyalty.
• Collect customer feedback to inform product development and enhance the customer experience, while collaborating with cross-functional teams to align on needs and identify opportunities for improvements.
• Monitor customer health metrics to proactively identify and address potential issues, ensuring successful product adoption and usage.
• Conduct regular business reviews with key accounts, showcasing the value delivered and identifying opportunities for expansion and upsell.
• Develop training and support materials to help clients get the most out of our platform.
• Train both clinical and non-clinical staff ensuring they are proficient in utilizing Creyos products to drive optimal outcomes.

Skills & Experience: 

• Bachelor’s degree in Business, Health Care, or a related field.
• Minimum of 7 years of experience in customer success, account management, or a related role, ideally within the SaaS space.
• Proven experience leading and developing high-performing teams.
• Excellent interpersonal and communication skills, with a customer-focused approach.
• Strong analytical and problem-solving abilities to interpret customer data and drive actionable insights.
• Experience with Salesforce, including the ability to manage customer relationships, track engagement, and leverage customer data for improved outcomes.
• Strong organizational skills with a focus on driving results and enhancing client success.
• Familiarity with health care or health technology products is a plus. 
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

Some of the reasons people choose to join the Creyos team include:

• Grow through our career paths leading to more senior roles. We invest in the development of our team members, provide significant opportunities for growth and career advancement, and do everything we can to support one another to ensure individual and team success. This year, approximately 40% of our team members were promoted at least once to more senior roles! 
• Recharge during our annual company-wide break and extra holidays. In addition to vacation and quarterly Personal Days, every year we take a company-wide break in December to rest and recharge. We also give team members two additional holidays off per year: U.S. Independence Day and U.S. Thanksgiving, which we celebrate as Brain Holidays. We want you to feel motivated and energized at work! 
• Get access to comprehensive benefits. We pride ourselves on offering benefits covering medical, dental, vision, mental health, wellness and more.

Additional information:

Please note that in accordance with company policy, any successful candidate will be required to demonstrate proof of full vaccination against COVID-19. This is a hybrid role with time spent in our downtown Toronto office.

Creyos is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, national origin, sex, sexual orientation, gender identity, and disability, or another legally protected status. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Creyos will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require accommodation, please notify our Talent Acquisition Manager directly and we will work with you to meet your needs.