Director Of Customer Success

Who we are:

Blue Charm is a growth-stage healthcare technology company based in Halifax, Nova Scotia. Through our suite of digital health and financial assistance products, we help life sciences companies improve patient care and make data-driven decisions. Founded in 2018 by Dr. Greg Patey, who previously helped build STI Technologies to 100+ employees and an exit to IQVIA (NYSE:IQV), Blue Charm is backed by over 50 investors that include top pharmaceutical and tech executives. With a strong track record of success across multiple therapeutic areas, Blue Charm’s unique incentive-based engagement model is delivering unprecedented engagement rates, 7x higher than traditional healthcare apps. Having grown to support thousands of patients, Blue Charm has secured commercial agreements with global life sciences companies and partnerships with leading organizations including the Canadian Lung Association, GI Society, and MS Society of Canada.

What we are looking for:

We are looking for a Director of Customer Success to lead a high-performing team responsible for delivering exceptional client experiences from onboarding to renewal. This is a hands-on, customer-facing role that combines elements of project management, account management, and leadership. Our headquarters is located in Halifax, Nova Scotia, but this position is open to remote work options within Canada.

What you will do:

Project Management (20%)

• Maintain and create SOPs to document and standardize key processes
• Coordinate with disease associations, patient advocacy groups, and clinical advisors on content development and survey design
• Manage the launch of Blue Charm’s digital health platform in new disease areas including: timeline development, program strategy, content reviews, and implementation
• Oversee the implementation of patient recruitment strategies

Account Management (70%)

• Oversee the end-to-end client experience, from onboarding and implementation to ongoing engagement and renewals
• Work closely with Account Executives to identify expansion opportunities
• Manage the development of data dashboards, insights reports, and other deliverables as requested by clients from time to time
• Lead monthly client meetings and report readouts, sharing feedback with cross-functional teams including Sales, Engineering, and Executive Leadership
• Own the customer renewal KPI

Strategy and Leadership (10%)

• Develop and execute a comprehensive customer success strategy that aligns with company goals and values
• Lead and mentor a team of Customer Success Associates, guiding their professional growth and performance excellence

What you bring:

• 5-7 years experience managing B2B Customer Success teams with demonstrated success meeting and exceeding retention goals
• High energy, enthusiastic, and adaptable in a startup environment with a passion for providing exemplary customer service
• Longevity with previous employers
• Data-driven with a high attention to detail
• Strong understanding of healthcare and life sciences

What we offer:

• Flexible hours - work when you’re most productive
• Experience in a fast-paced, startup environment
• Remote work environment - work from home or from our HQ in Halifax
• Competitive salaries

To apply for this role please email [email protected] with the subject line: “Director of Customer Success” and include your CV as well as a few sentences on why you think you’d be a great fit for the role.