Customer Success Manager

Customer Success Manager
Toronto or Waterloo, hybrid | Full-time | Reports to the Head of Customer Success
You get home care agencies from signed to live, and make sure their first months with us go well.
The company
We went from a lab in Waterloo to 24 countries in five years. Our sensors detect falls and track sleep, health and wellness, with no cameras, wearables or pendants. Families get peace of mind. Older adults keep their independence. Our CTO, Dr. Yihong Qi, holds 680 patents, and the next few hundred get built here.
Why now
We are scaling. One of the largest deals in our history is in delivery, and more home care agencies are coming on board every month. The team is doubling over the next year and a half. Every new agency needs someone who makes the start easy.
The role
You own the front end of the customer journey for our home care agencies and partners. From the moment a deal is signed, you are their person: onboarding, billing, shipping and the first months of use. You work with Supply Chain, Finance and Support so the agency never has to chase anyone. You report to the Head of Customer Success.
What you'll own
Onboarding. Every new agency gets set up, trained and live on time, with their first sensors in homes
Billing. Accounts set up correctly, invoices out on time, questions answered before they become problems
Shipping coordination. Orders, deliveries and returns tracked with Supply Chain so agencies get what they need when they need it
The first months. Early adoption, check-ins and quick answers, so agencies see value fast
Feedback. What agencies tell you goes back to product, support and sales
What year one looks like
New agencies go live faster, and the process is documented
Billing runs cleanly, with fewer discrepancies and faster resolution
Agencies rate their onboarding highly and say so
The team knows what agencies struggle with in month one, and some of it is fixed
How we work
Build it right, then make it better. People's safety rides on what we ship, so we test hard and never settle for good enough.
Say it as it is. Kind and direct, at every level, including the CEO.
Real exposure. You'll see how every part of a company works, and learn faster than anywhere else.
Do what you said. Trust is built on follow-through, and we return it with real ownership.
Hard, and worth it. What we build keeps someone's parent safe at home. Rest well, it's part of the job.
This is for you if
You would rather own a problem than be assigned a task
The mission matters to you and the pace feels real, not stressful
You are the person who just fixes it
This isn't for you if
You want a playbook. You'll help write ours
You need a big team around you to get things done
What you get
A sensor for your parents, on us
Direct access to the leadership team. No layers.
Fair pay. Impact decides your pay and your path, not tenure
Hybrid in Toronto or Waterloo, remote if that's where you do your best work
Health, dental and vision benefits
The details
$60,000 to $80,000 CAD base salary
This is a new role, created to grow the team, not a backfill
How we hire: typically an initial interview, a short case, and a final interview in person with our CEO and members of the team. We may adjust this depending on the role
We leverage AI tools in our hiring process, but prioritize human input and manual review
Our Commitment
At Pontosense, we are committed to creating a workplace that is inclusive and accessible to all. We value diversity and believe that everyone deserves an equal opportunity to succeed.
If you have a disability or special need that requires accommodation during the hiring process, please let us know. We will work with you to make the necessary accommodations to ensure a fair and positive experience for all applicants.
We strive to provide accessible communication and technology for our employees and customers and always look for ways to improve. If you have any feedback or suggestions on how we can improve accessibility in our workplace, please don't hesitate to contact us.
We are proud to be an equal opportunity employer and welcome candidates from all backgrounds to apply for open positions at our company.

Employment type
Full-Time

Work arrangement
No