Customer Experience Manager

About the role

This is a customer‑facing role that blends customer success and account management with implementation and project delivery. You will lead customer implementations, run projects end‑to‑end, and build strong relationships that drive adoption and renewals. The role is ideal for professionals in Home & Community Care or Long‑Term Care who wish to apply their industry expertise in a new, customer‑facing career.

• Own the care provider organization’s end‑to‑end experience, driving adoption and renewals.
• Lead Gold Care rollouts/implementations and customer initiatives to successful outcomes.
• Deliver professional services such as training and guidance on configuring and tailoring Gold Care to customer workflows.
• Translate provider and care worker feedback into actionable product enhancements, supporting adoption of new capabilities.
• Build and maintain strong relationships with key customer stakeholders.
• Partner with Customer Support on complex situations with high‑value customers.

• 10+ years of customer experience in support or services within home and community care or long‑term care settings.
• Healthcare industry experience required.
• Experience with Gold Care or similar systems is an asset.
• Proficiency with Microsoft Office and tools such as Team Support.
• Bachelor’s degree or equivalent experience.
• Project management training or certification is an asset.

• High accountability and reliability—able to deliver in shifting priorities.
• High trust—do the right thing for customers without cutting corners.
• Quick learner and analytical thinker—able to absorb complex systems rapidly.
• Highly organized planner—able to prioritize and drive outcomes.
• Strong problem‑solver—resourceful, creative, solutions‑oriented.
• Proactive—anticipates customer needs and acts without waiting for direction.

Travel varies based on customer needs and project timelines. Expect up to ~30% travel within Canada, sometimes on short notice. Travel may include onsite customer visits, occasional trips to the Waterloo, Ontario office, and industry conferences.

Base salary range: $100,000–$120,000 CAD. This role also participates in an incentive plan tied to services/upsell outcomes.