Senior Customer Success Manager

Canopy is dedicated to keeping medical personnel safe while at work, offering innovative technology solutions for healthcare environments. They are seeking a Senior Customer Success Manager to manage high-priority accounts, drive customer success, and contribute to the evolution of the Customer Success function.

Responsibilities:

• Lead and manage a portfolio of strategic enterprise healthcare accounts, ensuring customer satisfaction and success across the lifecycle
• Develop and execute tailored success plans, fostering strong relationships with stakeholders at all levels of the account
• Participate in strategic planning, deployment phases, and go-live milestones to ensure high engagement and smooth onboarding
• Proactively address customer concerns, troubleshoot issues, and coordinate with cross-functional teams to resolve challenges
• Drive retention and expansion strategies in collaboration with Sales and Customer Experience leadership
• Help shape the direction and evolution of Canopy’s Customer Success function by contributing to strategic planning and process development
• Identify scalable practices for onboarding, adoption, retention, and expansion
• Recommend improvements to systems, tools, and workflows that enhance team performance and customer impact
• Partner with Sales, Marketing, Product, Technical Account Services, and Hardware Operations teams to drive customer outcomes and strategic initiatives
• Act as the voice of the customer within Canopy, surfacing feedback to inform product and process development

Requirements:

• 8+ years of experience in Customer Success, with a proven track record in managing complex enterprise accounts
• Strong understanding of customer lifecycle management, renewals, and expansion strategies
• Experience managing multi-phase projects across healthcare or SaaS environments
• Excellent communication and stakeholder engagement skills
• Strong problem-solving and proactive execution abilities
• Ability to think strategically and contribute to functional growth
• Experience with CRM tools (Salesforce, HubSpot, etc.)
• Growth mindset and adaptability to startup environments
• Experience in healthcare technology, safety/security, or RTLS systems
• Familiarity with change management principles for driving adoption