Head of Customer Success
Own the post-sale journey and the outcomes that matter: activation, adoption, net revenue retention, and churn, across onboarding, adoption, support, and expansion.
About ADDATech
At ADDATech, we're transforming how rehabilitation and allied healthcare organizations operate.
Our platform, Clinicmaster, powers clinics across Canada with a modern practice-management and electronic medical record platform designed specifically for physiotherapy, chiropractic, massage therapy, occupational therapy, speech-language pathology, mental health, sleep health, specialty medical, and other allied-health specialties.
Healthcare providers are under increasing pressure. Administrative work keeps growing, clinicians are burning out, and organizations are expected to deliver better outcomes with fewer resources. That's why we're investing heavily in AI, automation, patient engagement, and intelligent workflows that reduce administrative burden while improving the experience for clinicians, staff, and patients alike.
Today, ADDATech supports hundreds of organizations, from independent clinics to some of Canada's largest healthcare providers. We're expanding across Canada while accelerating our presence in the United States, and we're looking for a customer success leader who wants to build.
The Opportunity
Customer Success sits at the center of how ADDATech grows. Clinicmaster is a deep, configuration-rich platform, and when clinics are onboarded well, supported well, and guided to adopt more of it, they stay and they grow with us. We've chosen to invest here first.
This isn't a role where you'll inherit a large, well-oiled post-sale organization. You'll inherit a small group of talented people across enablement, implementation, and support, and the opportunity to build the structure, the playbooks, and the team around them. We're looking for a player-coach: someone who will set the strategy and build the function, while staying close enough to the work, and to our most important enterprise accounts, to lead from the front.
This role reports to the Director, Revenue Operations and is a key member of the revenue leadership team.
What you'll do
- Own the post-sale journey and the outcomes that matter: activation, adoption, net revenue retention, and churn, across onboarding, adoption, support, and expansion.
- Build the structure of our enablement function: shape how we onboard, train, and drive adoption, and put the playbooks and content in place so it scales, rather than something you run single-handedly.
- Build and lead a modern Customer Success Management model: high-touch for our most strategic accounts, efficient tech-touch and self-serve for the rest, with the segmentation and capacity planning to back it up.
- Stay personally close to our most strategic enterprise accounts: be in the room on the relationships, reviews, and renewals that matter most, while building the team to cover the rest.
- Drive expansion within existing customers: grow adoption of additional products and modules, and run the post-sale motion that turns adoption into expansion, in partnership with Sales.
- Put in place frontline support for how-to and training questions, with a clean routing model that sends technical and configuration issues to the right team.
- Design and own scalable playbooks across the lifecycle (onboarding, adoption, business reviews, and renewals) that are measurable and repeatable across customer segments.
- Be the voice of the customer: turn frontline insight into clear, data-backed themes that shape the product roadmap, in partnership with Product and Engineering.
- Recruit, coach, and develop the team: build the managers and individual contributors who will let this organization grow well beyond its current size.
- Partner cross-functionally with Sales, Marketing, Product, and Revenue Operations on handoffs, expansion, advocacy, roadmap, and the systems and data behind customer health.
What We're Looking For
- 7+ years leading Customer Success or post-sale teams (onboarding, adoption, retention, expansion), ideally in B2B SaaS.
- A track record of building or rebuilding a post-sale function, bringing structure where it didn't exist, not just running a mature one.
- A commercial mindset: you've owned net revenue retention, renewals, and expansion, not just satisfaction scores.
- Comfort working hands-on with strategic enterprise accounts, not only managing from above.
- Experience running tiered service models that blend high-touch success management with scalable tech-touch and self-serve.
- Strength in playbooks, segmentation, capacity planning, and the CS tools and systems that let a team scale.
- Data-driven: you use health scores, adoption, and retention data to set strategy, and you're comfortable building your own reports.
- Healthcare technology, EMR, or another configuration-heavy vertical SaaS is a strong asset; deep platforms live and die on enablement.
- A player-coach who leads from the front, with a bias for action and comfort in ambiguity.
- Bilingual (English / French) is a strong asset.
Who you'll thrive as
- You believe great onboarding and adoption are the real drivers of retention, and you build the systems that deliver them.
- You're as comfortable in a strategic enterprise account review as you are presenting a retention forecast to the leadership team.
- You lead from alongside your team, not from the sidelines, and you love helping people grow.
- You measure success in customer outcomes and revenue retained, not activity.
What Success Looks Like
First 90 days
You understand our customers, our team, and where the post-sale experience needs to improve first. You've built relationships across the organization and formed a clear, prioritized plan for the structure you're going to build.
Six months
Onboarding and adoption run on consistent, measurable playbooks; the Customer Success Management model is taking shape; frontline support routing is working; and retention and adoption signals are trending the right way. You're coaching the team while staying personally involved with our most strategic enterprise accounts.
One year
You've built a scalable post-sale organization: strong onboarding and adoption, a tiered success model, healthy retention and expansion, and a customer voice that measurably shapes the roadmap. Customer Success is a proactive driver of ADDATech's growth, not a downstream function.
Why ADDATech
This is a rare chance to build the post-sale organization of a growing healthcare-technology company from the ground up, with the mandate, the leadership support, and the product-market fit to do it well.
If you're energized by building teams and systems, obsessed with customer outcomes, and excited to shape how one of Canada's leading healthcare-technology companies grows its customers, we'd love to meet you.