Digital​/Scaled Customer Success Manager

One-to-Many Customer Success | Digital Programs | Portfolio Segmentation | Builder About Petal

Petal is a Canadian healthcare technology company transforming how healthcare organizations and physicians manage their work. Our solutions support critical healthcare workflows, and Customer Success plays an important role in ensuring our customers adopt our solutions, realize meaningful value, and continue to grow with Petal.

As our Customer Success organization evolves, we are building a new way of serving a broad portfolio of customers—one designed around scale, digital engagement, customer signals, and targeted human intervention.

We are looking for someone who has done this before.

We are looking for a Digital / Scaled Customer Success Manager to build and own our one-to-many Customer Success motion for a pooled portfolio of customers.

This is not a traditional 1:1 CSM role
.

You will not manage a small book of enterprise customers through recurring meetings, QBRs, and individually tailored success plans. Instead, you will be responsible for driving Customer Success outcomes—
adoption, engagement, retention, value realization, and expansion—across a broad portfolio of customers through scalable programs and digital engagement.

The scaled motion is not already built.

You will help create it.

You will assess the portfolio, define meaningful customer segments, identify the signals that indicate customer health, risk, opportunity, or the need for human intervention, and build the programs and journeys that allow us to engage customers at the right time and in the right way.

You will also help define when a customer should remain within the pooled model and when its complexity, risk, growth potential, or strategic importance warrants transitioning to an assigned CSM.

We are specifically looking for someone who has previously built, implemented, or materially evolved a digital, pooled, or one-to-many Customer Success motion.

Prior experience doing this work is a requirement for the role.

• Building a one-to-many / digital Customer Success motion.
• Managing customer outcomes across a broad pooled portfolio.
• Segmenting customers based on meaningful business and customer signals.
• Designing lifecycle journeys and engagement programs.
• Building digital and 1 programs that drive adoption, retention, value, and growth.
• Determining when customers need direct human intervention.
• Creating triggers and plays based on usage, health, lifecycle, risk, engagement, and opportunity.
• Using data, technology, automation, and AI to increase the reach and impact of Customer Success.
• Testing programs, measuring results, learning, and iterating.
• Building processes and infrastructure where they do not yet exist.

• A traditional named-account CSM position.
• A role centered around managing a small portfolio of enterprise customers.
• A calendar filled primarily with recurring 1:1 customer meetings and QBRs.
• A role where every customer receives the same CSM cadence.
• A Customer Support queue.
• A fully established Digital CS program that you will simply inherit and execute.
• A position for someone waiting for the playbooks, journeys, segmentation, programs, and processes to already exist.

If your Customer Success experience has primarily been managing a named portfolio through 1:1 relationships, this role will be meaningfully different.

If you have built Customer Success programs that allow one CSM to influence the outcomes of many customers simultaneously, we want to hear from you.

You will help determine how our pooled portfolio should be managed.

This includes:

• Assessing the existing customer portfolio and identifying…